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If you're looking for a company that values teamwork, initiative, and innovation, the choice is clear—you belong at Lucid.

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Technical Product Support Specialist

Location: Greater Salt Lake City, Utah

As a Technical Product Support Specialist, 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 Customer Operations Team is a global organization that requires working closely with our APAC and EMEA teammates to help support their efforts. Beyond agent-to-agent support, all members of the team are expected to add to our internal documentation in areas where subject mastery has been achieved. You will help to keep our external facing help center up to date with the most current information, and will help push our help center strategy in areas of subject mastery.   
The majority of our communication is done over email, but Technical Product Support Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to solve complex issues. 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. Our team requires the highest level of teamwork and trust to achieve our organizational goals. On an individual level, you will be expected to own areas of the product and to serve as an escalation path for other members of the Customer Operations team.
Our Company mission is to empower people to see and understand how their business works, so they can innovate faster. And we hold true to our core values of: (1) innovation in everything we do; (2) passion & excellence in every area; (3) providing individual empowerment, initiative and ownership; and (4) teamwork over ego.  If you are ready for new challenges and a fast paced, team-oriented environment, we encourage you to apply.

Responsibilities:

  • Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues
  • Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
  • Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs
  • Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues
  • Assist in maintaining internal and external technical content for accuracy and practical application

Requirements:

  • 2 yrs Practical work experience or a Bachelor's degree with a 3.0 cumulative GPA or higher
  • A strong sense of personal ownership and responsibility
  • 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
  • Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
  • 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 vs. shutting down ideas

Preferred Qualifications:

  • Experience working in a customer facing role within Enterprise Software
  • Basic SQL skills 
  • Basic data analytics or statistical skills
  • Experience with log management software such as Splunk or Loggly
  • Experience with any basic coding language  
  • Teaching or mentoring experience
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At Lucid Software our core values aren't just a pretty inspirational wall hanging. These principles work hard, just like we do. Lucidites use them, every day, whether they're discussing ideas for new projects, deciding on the best solution for a customer's problem, or interviewing candidates. It's just one of the many things that makes Lucid Software the best company to work for. Check out our Life at Lucid page and see how our core values align with yours.

We celebrate a diverse and an inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal opportunity workplace that has signed the Parity Pledge and strives to be a place where every Lucidite feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Benefits

If you're going to work for us, we also want Lucid to work for you. See the outstanding benefits you'll receive when you become part of the team.

  • Full health benefits with employer HSA contribution
  • 15 days PTO to start + unlimited sick leave
  • Generous family leave
  • Equity + 401(k) match
  • On-site bouldering wall and gym
  • Catered lunches and fully stocked kitchen
  • Community volunteer activities

Bring your whole self to work

At Lucid, we welcome diversity and are committed to creating an environment where everyone feels respected and valued. We know that when our employees bring to the table the qualities that make them unique—different backgrounds, personalities, and perspectives—we are stronger. We’re always looking for ways to make sure our employees are comfortable bringing their whole selves to work—including sponsoring initiatives like Utah Women in Sales, Salt Lake City PRIDE, Women Tech Council and Utah Polynesian Professionals.

Utah


From five national parks and the largest ski resort in the country to the thriving Silicon Slopes scene and bustling city life, Utah has a little something for everyone.

Zion's National Park

Amsterdam


This beautiful, historic city is home to Europe’s fastest growing tech scene, the Silicon Canals. Whether you're cycling to work or stopping by Rembrandt’s home, Amsterdam is considered to be the most livable city in Europe.

Amsterdam

Melbourne


As one of the most livable cities in the world, Melbourne is the center of Australia’s growing tech scene. This bustling city is a hub of culture, entertainment, and wildlife. Be sure to keep an eye out for foxes as you take a stroll in Melbourne’s Laneway.

Melbourne

Life at Lucid


Being an employee at Lucid is far more than just a job. It’s growing your career, building lasting relationships with colleagues, and giving back to the community.

Lucid retreat