Technical Support Specialist (Hospitality) German speaking- all genders
Core
Provide premium technical support and white-glove service to Lightspeed's most valuable and complex hospitality merchants via email, phone, video, and on-site engagements.
Role type
Senior Technical Support Specialist (Strategic Accounts)
Builds
Service experience and operational efficiency for high-value hospitality merchants using Lightspeed K-Series POS ecosystem
Domain
Hospitality / Point of Sale (POS) / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
German (fluent), English (fluent), technical troubleshooting, customer service, hospitality industry knowledge, self-management, Mac OS proficiency, escalation management, problem-solving, training delivery, documentation
Preferred skills
networking knowledge, API support experience, consultant role experience
Technologies
Lightspeed K-Series, Mac OS
Responsibilities
Deliver premium technical assistance and white-glove customer service to Strategic Accounts; Proactively identify opportunities to recommend best practices for high-value clients; Partner with Implementation teams to execute successful warm handoffs; Collaborate with Strategic Account Managers to manage daily operations and resolve complex issues; Lead unified customer meetings to review requests and forecast requirements; Conduct proactive account health syncs to advocate for feature adoption; Provide training sessions to new and existing staff; Synthesize client insights to advocate for product enhancements; Manage high-stakes technical escalations end-to-end; Employ diagnostic techniques to isolate root causes of escalated issues; Maintain documentation of account-specific complexities and resolutions; Write and maintain troubleshooting guides and testing procedures; Develop technical expertise across all Strategic Lightspeed hospitality platforms
Seniority
Senior, hands-on IC