Lucid Software
Overview
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Product Support Specialist
role at
Lucid Software . Lucid Software is a leader in visual collaboration and work acceleration, helping teams turn ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We value innovation, excellence, ownership, initiative, and teamwork, and we are committed to an inclusive environment. Lucid is a hybrid workplace with remote, in-office, or hybrid arrangements depending on the role and team needs. As a Product Support Specialist, you will be on the front lines with Lucid’s strategic customers. You will coordinate with Customer Success, Sales, and our Product and Engineering teams to deliver effective solutions. The Customer Operations Team works globally with APAC and EMEA teammates to support their efforts. The role primarily communicates via email and may involve screen sharing or phone calls to resolve complex issues. You will represent Lucid to strategic users and administrators and own areas of Product expertise, serving as an escalation path for the Customer Operations team. Responsibilities
Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows, and proactively identifying customer needs Develop and maintain technical product expertise and collaborate with support, product, and engineering to resolve issues Identify and monitor key user operational metrics to drive product and support improvements Develop and iterate on team strategy to better serve customers and meet business goals Collaborate with Engineering, Product Management, Customer Success, and Sales on issues impacting strategic customers Be available for one weekend per quarter as on-call support and escalate top issues or outages to engineering Requirements
2 years of practical work experience or a Bachelor's degree with a 3.0 cumulative GPA or higher Strong sense of personal ownership and responsibility Ability to translate complex technical ideas into clear, simple content Strong written and verbal communication skills, including with strategic customers Ability to work independently, cross-functionally, and on multiple initiatives with a proven record of delivering results Excellent analytical and problem-solving skills with sound business judgment in a fast-paced environment Detail-oriented, organized, and a good team player Bias toward finding solutions Preferred Qualifications
Basic data analytics or statistical skills Experience with log management tools (e.g., Splunk, Loggly) Experience with any coding language Teaching or mentoring experience Basic project management experience Seniority level
Entry level Employment type
Full-time Job function
Other Industries
Software Development Location: Salt Lake City, UT Salary: $21.50-$23.00 per hour
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Join to apply for the
Product Support Specialist
role at
Lucid Software . Lucid Software is a leader in visual collaboration and work acceleration, helping teams turn ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We value innovation, excellence, ownership, initiative, and teamwork, and we are committed to an inclusive environment. Lucid is a hybrid workplace with remote, in-office, or hybrid arrangements depending on the role and team needs. As a Product Support Specialist, you will be on the front lines with Lucid’s strategic customers. You will coordinate with Customer Success, Sales, and our Product and Engineering teams to deliver effective solutions. The Customer Operations Team works globally with APAC and EMEA teammates to support their efforts. The role primarily communicates via email and may involve screen sharing or phone calls to resolve complex issues. You will represent Lucid to strategic users and administrators and own areas of Product expertise, serving as an escalation path for the Customer Operations team. Responsibilities
Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows, and proactively identifying customer needs Develop and maintain technical product expertise and collaborate with support, product, and engineering to resolve issues Identify and monitor key user operational metrics to drive product and support improvements Develop and iterate on team strategy to better serve customers and meet business goals Collaborate with Engineering, Product Management, Customer Success, and Sales on issues impacting strategic customers Be available for one weekend per quarter as on-call support and escalate top issues or outages to engineering Requirements
2 years of practical work experience or a Bachelor's degree with a 3.0 cumulative GPA or higher Strong sense of personal ownership and responsibility Ability to translate complex technical ideas into clear, simple content Strong written and verbal communication skills, including with strategic customers Ability to work independently, cross-functionally, and on multiple initiatives with a proven record of delivering results Excellent analytical and problem-solving skills with sound business judgment in a fast-paced environment Detail-oriented, organized, and a good team player Bias toward finding solutions Preferred Qualifications
Basic data analytics or statistical skills Experience with log management tools (e.g., Splunk, Loggly) Experience with any coding language Teaching or mentoring experience Basic project management experience Seniority level
Entry level Employment type
Full-time Job function
Other Industries
Software Development Location: Salt Lake City, UT Salary: $21.50-$23.00 per hour
#J-18808-Ljbffr