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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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Senior Product Support Specialist

Location: Greater Salt Lake City, Utah

Lucid Software’s Customer Operations team helps the countless users who rely on Lucid understand how to use our product, and we use the incoming user data to improve the health of these products. We're an operational team that uses both direct support interactions as well as scalable solutions to engage with our global consumers.
As a Senior Product Support Specialist, you'll help launch Lucid's newest products and features and have the opportunity to impact how we help thousands of people around the world.  We represent the voice of the customer and work closely with cross-functional partners across Lucid to make our products and processes better. We're looking for people with a passion for helping users get the most out of Lucid’s products. If this sounds like you, join us!   
You will work closely with various functions within Lucid to surface user issues, to help make our products better, and to streamline our internal operations. You own the relationships between Lucid products and users. You want to be on the frontlines, thinking on your feet to provide users with the answers they need when they need it most. You will create and participate in systems to make assisting users and collaborating with team members lightning fast. You thrive in a fast-paced environment with evolving priorities.  
Our 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.

Responsibilities:

  • Represent Lucid as a product expert by answering direct user questions over chat and email. 
  • Precisely troubleshoot problems to efficiently identify and resolve user concerns.
  • Innovate processes and systems to drive improvements to our support offering-- recognize opportunities for improvement and take the initiative to implement solutions.
  • Think on your feet to quickly write professional, mistake-free content and confidently communicate with users in challenging, urgent conversations.
  • Develop and maintain product expertise and work closely with other support and product team members to resolve user issues.
  • Communicate the development team and other parts of the company about the most pressing issues that users are facing.

Requirements:

  • 2-3 years work experience in product support
  • Excellent problem-solving skills, sound business judgment, strategic and analytical capabilities in a fast-paced environment with evolving priorities
  • Practical work experience or a Bachelor's degree with a 3.5 cumulative GPA or higher
  • Knowledge of Lucid technology and the Internet
  • Strong people skills to build relationships with our users
  • Ability to translate complex technical ideas into simple, easy to understand answers
  • Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
  • Detail-oriented, organized and a good team player
  • Bias towards finding solutions vs. shutting down ideas

Preferred Qualifications:

  • Experience in a customer-facing position where you advocated for the customer, demonstrating empathy, compassion, and understanding of user concerns. 
  • Clear and effective at communicating about complex/technical issues
  • Technical aptitude and troubleshooting skills to identify and effectively escalate product issues
  • Curious and versatile, excited about exploring the possibilities and expanding their role and skills
Apply

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