Technical Product Support Specialist

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

As a Product Support Specialist on the Customer Operations team, you will be on the front lines interacting with Lucid’s biggest and most strategic customers. You will be expected to drive solutions with professional communication and internal cross collaboration with our Product and Engineering organization. As a technical point of contact, you will be responsible for aligning with Customer Success and Sales to ensure effective and efficient communication with these customers. 

The majority of our communication is done over email or in the Lucid Community, but Product Support Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to solve complex issues. Within the Lucid Community you will play a crucial role in fostering a helpful community environment. You will address and resolve customer issues promptly within the community platform and effectively, actively participate in community discussions by providing helpful insights and answers, and create and maintain resources such as how-to guides to enhance the community experience. You should also be comfortable representing Lucid in helping strategic users and administrators that are critical to that customer’s Lucidchart environment and usage. Understanding the core Lucid business strategy and working to help enable that strategy though our daily work is key to our team’s success. On an individual level, you will be expected to own areas of Product expertise and to serve as an escalation path for other members of the Customer Operations team. 

Responsibilities:

• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs
• Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues
• Address and resolve customer issues within the community promptly and effectively. Actively engage in community discussions by offering valuable insights and answers, and you will play a key role in creating and maintaining resources such as how-to guides to enhance the community experience.
• Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
• Develop and iterate on Team Strategy to better serve our customers and meet our Business goals. 
• Collaborate with Engineering, Product Management, Customer Success and Sales on issues impacting strategic customers
• Be available for one weekend per quarter to be the on-call support agent and escalate any top issues or site outages to engineering that occur during this time.

Requirements:

• 2 years practical work experience and/or a Bachelor's degree with a strong academic performance.
• A strong sense of personal ownership and responsibility
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results. This skill will be very important for an individual to help drive the culture of our North Carolina based Customer Ops team
• Ability to translate complex technical ideas into simple, easy to understand content
• Strong written and verbal communication skills (both internally and externally) including over the phone with our strategic customers.
• Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
• Detail-oriented, organized and a good team player
• Bias towards finding solutions versus shutting down ideas

Preferred Qualifications:

• Basic data analytics or statistical skills 
• Experience with log management software such as Splunk or Loggly
• Experience with any coding language