Senior Support Specialist - Information Systems (Permanent work from home) at Lightspeedhq

HI THERE! THANKS FOR STOPPING BY 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you’re keen to join, we’re looking for a Senior Support Specialist - Information Systems (Permanent work from home) to join our team in Manila. As a Senior Support Specialist, you will provide reliable support for internal systems by managing user access, troubleshooting requests, and serving as a key point of contact for escalations. Acting as a technical anchor for the Information Systems (IS) Support function, you will resolve complex system issues while also improving support workflows, mentoring team members, and ensuring the long-term stability and integrity of IS systems.   WHAT YOU’LL BE DOING: - Lead the charge on mission-critical troubleshooting, utilizing advanced methodologies to isolate and resolve complex bugs with speed and accuracy. You’ll set the standard for the team on what high-quality, efficient problem-solving looks like. - Handling escalations and queries from Support Specialists I and II by maintaining a responsive presence in slack troubleshooting channels. - As the final technical filter, manage the resolution of high-impact incidents that bypass Level I and II tiers, maintaining accountability for the "Total Time to Resolution" and the quality of the final solution. - Oversees the creation of high-quality technical documentation, including complex bug tickets, Salesforce troubleshooting frameworks, and comprehensive internal guides that serve as the "source of truth" for the team. - Bridge the gap between technical squads and customer-facing teams to ensure seamless alignment on the status of ongoing investigations. - Acts as a formal mentor to other IS Support specialists (I & II), elevating the technical literacy and efficiency of the entire IS Support team. You’ll lead by example, sharing your technical expertise and troubleshooting frameworks to help your team members sharpen their skills and grow their impact. - Drive collaboration across IS, IT, and Product squads to accelerate root-cause investigations and expedite the resolution of systemic bugs. WHAT YOU NEED TO BRING: We're looking for a candidate who has experience with the following: - Proven experience in high-velocity environments, with strong multitasking, prioritization, and time management skills. - Prior experience in SaaS administration (e.g., Salesforce, Zendesk), including user access management (roles, permissions, profiles). - Comfortable working across a range of enterprise tools such as Salesforce, Jira, ServiceNow, Zendesk, Gong, and Outreach. - Customer-focused background with experience in a formal support role, acting as a trusted resource for stakeholders. - Recognized as a Subject Matter Expert (SME), regularly supporting peers and leadership with complex decisions. Our hiring process is very straightforward. The whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila's heavy traffic! BE A CHANGEMAKER You’ll enjoy: - Genuine career opportunities in a company that’s creating new jobs every day; - Work in a team large enough for growth but lean enough to make a real impact; - Exposure to modern and proven technology; - Ability to work and grow in a truly flexible environment; - Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story. Plus benefits designed to keep you happy, healthy and fulfilled. - Market-leading salary package - Permanent work from home setup - Coworking space available, if needed - We follow the PH holidays! - Benefits you can enjoy from day one: - HMO for you and your 2 dependents (Maxicare) - 15 Vacation leaves - 10 Sick leaves - Government Mandated Benefits - Food Allowance of 1000PHP per month - Work from Home Allowance of 1000PHP per month - Health and wellness benefit of 7500PHP per year - Free LinkedIn Learning License - Free access to Mental Health support and coaching services - Opportunity to grow your career in a company that values internal mobility - Exciting online and in-person events hosted regularly by our Manila Culture Club Not yet convinced? For honest reviews left by real people, you can check our Glassdoor [Upgrade to PRO to see link] page. To know more about Lightspeed, you can check our website [Upgrade to PRO to see link] LinkedIn [Upgrade to PRO to see link] and Youtube [Upgrade to PRO to see link] pages. We’re an open book! We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed. To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. WHERE TO FROM HERE? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here [Upgrade to PRO to see link] Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. WHO WE ARE: Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries. Lightspeed handles your information in accordance with our Applicant Privacy Statement [Upgrade to PRO to see link]