[Hiring] Technical Support Specialist @Lightspeed Commerce, Inc.

Role Description

Lightspeed is looking for a Technical Specialist, Strategic Accounts in Berlin. You will be mostly focused on K-Series, report into the Strategic Support Services Team Lead and will be an important part of our global hospitality support organization.

• Deliver Premium Support: Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements.
• Optimize Business Processes: Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem.
• Facilitate Seamless Transitions: Partner with Implementation teams to execute successful "warm handoffs," ensuring a consistent and smooth experience for new Strategic accounts.
• Strengthen Account Partnerships: Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey.
• Anticipate Client Needs: Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate.
• Drive Features Adoption: Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client.
• Provide Training Sessions: Ensure our Strategic customers continue to fully utilise the potential of our software by providing training to new and existing staff members.
• Influence Product Strategy: Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience.
• Escalation Management: Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction.
• Advanced Troubleshooting: Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions.
• Knowledge Management: Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery.
• Champion Technical Excellence: Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action.
• Cross-Platform Mastery: Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support.
• Contributing: As part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.

Qualifications

• Excellent verbal and written communication skills in German and English (additional languages are a bonus).
• Extensive customer service experience in a technical support role.
• Prior experience in the Hospitality industry.
• Ability to self-manage incoming emails, telephone calls, video calls, meetings, and on-site visits based on priority and customer commitments.
• Strong computer skills and working knowledge of Mac OS.
• Proven troubleshooting skills in a senior support position.
• Strong problem-solving skills that will ensure our customers use their POS to its full capacity.
• Ability to manage technical escalations of at-risk accounts and identify growth opportunities.
• Flexibility in your schedule to work; support never stops!

Requirements

• Knowledge of networking or network support experience (even better if you have, but not necessary).
• Understanding of API (relevant to SaaS) and experience supporting this.
• Prior experience in a consultant role.

Benefits

• Equity options: We grant equity in the form of Restricted Share Units (RSUs) to our employees.
• Health & wellness credit: Our Health & Wellness credit can be used in numerous ways so that you feel at your best.
• Career development: We're big on internal moves and new challenges across Lightspeed.
• Time off to volunteer: Our volunteer program encourages Lightspeeders to use one day off a year to give back to their communities.
• Health apps: Access to professional or coaching services is available to all employees.
• And many more, depending on the country you’re based in!