Technical Support Analyst - Tier I

Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year.

Lightspeed's Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers.

Lightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.

As a Technical Support Analyst - Tier I, you will provide advanced technical support for dealers using Lightspeed's DMS software, diagnosing and troubleshooting complex software, networking, and hardware issues across the platform's core modules. This role requires a strong technical background, and your expertise will directly drive dealer satisfaction and process improvements.

This is a high-impact role where you'll sharpen your technical skills and grow into new responsibilities, including leadership or advanced technical roles in product development or quality assurance. You'll receive comprehensive on-the-job training to master the Lightspeed DMS software and tools, with a clear path for career growth into Senior Technical Support, Product Management, Leadership, or Software Development - many Tier 1 team members advance to specialized roles within 12-18 months.

You'll jump-start your onboarding by working full-time from our South Jordan, UT office for the first six months, taking advantage of our inclusive office environment — teamwork, community, face-to-face interactions, access to resources, and idea sharing. From there, you'll move into a flexible hybrid schedule, working two to three days a week in the office and the remaining days from home.

After training, you'll also have the option to work either 4x10-hour shifts or 5x8-hour shifts.

Technical Troubleshooting & Support

• Diagnose and troubleshoot complex software, networking, and hardware problems affecting dealers' use of the DMS platform.
• Provide advanced technical support via phone, email, live chat, and ticketing systems.
• Troubleshoot issues across the DMS's core modules - sales, parts, service, rentals, accounting, and CRM - to keep dealer operations running smoothly.

Case Management & Customer Trust

• Document case resolutions in detail and elevate unresolved issues to appropriate teams when necessary.
• Build trust with dealers by meeting resolution time goals and following up on outstanding issues.
• Track and manage support tickets end-to-end, ensuring dealer accounts receive timely follow-up on escalated cases.

Collaboration & Process Improvement

• Collaborate with team members to resolve critical customer issues and improve software quality.
• Identify and implement improvements in processes to enhance the dealer experience.
• Partner with developers and product managers to surface recurring DMS issues and inform product improvements.

Required Qualifications

• 2-3 years of experience in technical support, preferably within a SaaS or IT environment.
• Strong understanding of Windows OS…