Technical Support Specialist
As a Technical Support Specialist at Lighthouse, you will serve as a key escalation point for complex client queries, managing your case portfolio independently. Your role is crucial in maintaining high standards of customer satisfaction and acting as a vital link between clients and internal teams. Lighthouse is a company dedicated to disrupting commercial strategy for the hospitality industry through its innovative commercial platform.
In this position, you will investigate, troubleshoot, and resolve a high volume of technical support cases, applying root cause analysis to ensure long-term solutions. You will collaborate cross-functionally, escalating critical issues to Engineering and Product teams with clear documentation to drive product improvements. Additionally, you will educate and empower clients to maximize their use of Lighthouse products, adapting your guidance to their specific needs and technical level.
The ideal candidate will have proven experience in a customer-facing technical support, customer care, or product support role. Full professional fluency in English and at least one other European language (e.g., Spanish, French, German, or Portuguese) is required. Strong technical affinity with the ability to diagnose and resolve complex product issues, applying critical thinking and root cause analysis, is essential. Excellent communication and stakeholder management skills, with the ability to set clear expectations and provide timely updates, are also necessary.
Lighthouse offers a flexible working environment, allowing you to work from home or at one of their global offices. They provide flexible time off, comprehensive health insurance covering you, your spouse, and dependents, and a subsidized ClassPass subscription for wellbeing support. The company fosters a collaborative team environment with high-bar, friendly, creative, and passionate colleagues. Career development opportunities include workshops, frameworks, tools, training, and processes to help you realize your full potential. Competitive compensation is proactively maintained to value your work, and referral bonuses are available for bringing in new talent.
Joining Lighthouse means becoming part of a dynamic and global Technical Support team that provides support to clients worldwide. The team works on a rotation with colleagues in the Americas and APAC to ensure seamless global coverage. The company values teamwork and collaboration, offering opportunities for professional growth in a fast-growing hospitality tech company.