Senior Product Support Engineer

As a Senior Product Support Engineer, you will be a vital part of our technical operations, specializing in our complex product integrations. You will take the lead on challenging technical escalations, acting as the link between our customer-facing teams as well as engineering. This senior role is crucial for managing our growing product scope, reducing pressure on the team, and ensuring our customers receive best-in-class support.

Where you will have impact

• Lead the investigation and resolution of complex product escalations, particularly within our Integrations.
• Serve as a crucial bridge between our customer support and engineering teams, ensuring clear communication and issue resolution.
• Take ownership of critical issues, prioritizing effectively under pressure and driving them to a resolution.
• Proactively identify and resolve data accuracy issues within our products to ensure the highest level of data integrity.
• Mentor and support other team members, fostering their growth and enhancing the team's technical skills.
• Own and enhance our technical documentation in Confluence, empowering your colleagues and streamlining support processes.
• Continuously identify and implement best practices to boost productivity and efficiency across the department.

About our team

Our Product Support team is the core of our technical operations. We are the critical link between customer care and our engineering teams, ensuring other teams can focus on their tasks while we solve a wide variety of technical challenges. Every day brings something new; you might be debugging a crawler, diving into BigQuery to verify data, or scripting a fix in Python. We have a direct impact on customer satisfaction and are constantly learning and exploring new technologies, like AI, to improve our processes. In our team, you'll be surrounded by colleagues who are passionate about solving complex problems.

• 3+ years of proven experience in a product support or engineering role.
• Strong experience with Python and SQL, particularly with Google BigQuery.
• Hands-on experience with support and documentation tools like Jira and Confluence.
• Exceptional troubleshooting skills and analytical thinking, with the ability to navigate complex systems.
• Clear and effective communication, capable of translating technical details for both technical and customer-facing audiences.
• A proactive, collaborative, and flexible mindset with the ability to take ownership of escalations.
• A genuine passion for solving customer issues and thriving in a fast-paced environment.
• Fluency in English, both written and spoken.

We welcome

• Experience with JavaScript.
• Advanced experience with Jira and Confluence, such as creating automation rules or custom reporting.
• Familiarity with Looker for reporting and data insights.
• Understanding of hotel related data or PMS systems.

Technologies you will work with

Python, SQL (BigQuery), JavaScript, VSCode, API, Postman, Jira, Confluence, Google Cloud, Zendesk

What's in it for you?

• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• Collaborative team: High-bar, friendly, creative, and passionate colleagues.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 75,000+ users worldwide.
• Mobility options: Mobility budget or company car tailored to your needs.
• Comprehensive health insurance: Extensive coverage for you and your dependents.
• Private pension funding: Group insurance to secure your future.
• Competitive compensation: Proactively maintained to value your work.
• Referral bonuses: Earn rewards for bringing in new talent.

At Lighthouse, we're on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential. Backed by $370 million in series C funding and driven by an unwavering passion for growth, we've welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 850+ teammates span 35 countries and represent 34 nationalities. At Lighthouse, we're more than just a workplace - we're a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry's most exciting rocket-ship?, Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. We actively encourage applications from individuals with disabilities and are dedicated to providing reasonable accommodations throughout the recruitment process and during employment to ensure all qualified candidates can participate fully. Our commitment to equality is not just a policy; it's part of our culture. If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply. Not ticking every box? No problem! We value diverse backgrounds and unique skill sets. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you. We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry. #LI-Hybrid