Product Support Specialist
Core
Technical Product Support Specialist driving solutions, managing technical issues, and building user communities for Lucid's visual collaboration suite.
Role type
Senior IC product support specialist
Builds
Help center content, online communities, and user education materials
Domain
SaaS / Visual Collaboration / Customer Support
Deliverable
dashboards & analysis
Required skills
technical troubleshooting, community management, content strategy, cross-functional collaboration, data analysis, problem-solving
Preferred skills
project management, teaching/mentoring, UX principles, AI Agent/LLM curation
Technologies
Lucidchart, Lucidspark, airfocus
Responsibilities
Investigate and troubleshoot technical issues; manage issue workflows and escalate problems; collaborate with Engineering and Product Management on user-impacting bugs; monitor user operational metrics to drive product improvements; grow and manage the Lucid product community; develop clear Help Center and user education content; analyze user behavior data to improve content.
Seniority
Mid-level, hands-on IC