[Remote] Technical Support Specialist

Note: The job is a remote job and is open to candidates in USA. Lighthouse is on a mission to disrupt commercial strategy for the hospitality industry, providing innovative solutions to empower businesses. As a Technical Support Specialist, you will manage customer cases, troubleshoot technical issues, and collaborate with various teams to enhance customer experience with BI products. Responsibilities Manage and resolve customer cases logged via chat and email in a timely and professional manner Investigate and troubleshoot escalated technical issues related to integration logic, data, and system performance Collaborate closely with Engineering, Product, and Business Development teams to resolve complex bugs and customer issues Educate and empower our customers, helping them understand and achieve maximum value from our BI products Utilize and support AI-driven features within our platform, helping customers leverage advanced analytics for smarter business decisions Clearly communicate complex technical concepts to customers and internal stakeholders of varying technical abilities Proactively identify and suggest improvements to support processes, procedures, and internal tools Prepare and maintain supporting materials and product user manuals to enhance customer self-service Skills Proven success in a customer-facing role with a strong customer service mentality You are tech-savvy with the ability to tackle complex technical issues An interest in and aptitude for understanding AI-driven tools and features Exceptional written and verbal communication skills in English A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure You are a natural team player with experience working effectively in a cross-functional environment A proactive and hands-on approach to problem-solving Proficiency with Google Suite and other modern business applications A background and understanding of the hotel industry and/or revenue management principles Proven high customer satisfaction scores in a previous role Fluency in another language used within our company network Benefits Flexible time off: Autonomy to manage your work-life balance. 401k matching: Up to 4%. Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA. Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both. Employee Assistance Program: 100% confidential and free. Employer paid Short Term Disability + $50,000 Life Insurance Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan. Wellbeing support: Subsidized ClassPass subscription. Referral bonus: Earn rewards for bringing in new talent. Company Overview Lighthouse is a commercial platform for the travel & hospitality industry. It was founded in 2012, and is headquartered in London, England, GBR, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Lighthouse has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 3 in 2023, 5 in 2022, 11 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.