Technical Support Specialist for BI

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 700+ 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?

We are expanding internationally and are looking for a full-time **Technical Support Specialist** to join our **BI** team in the APAC region. This individual will ideally be based in Singapore or Malaysia.

**Where you will have impact**
- Attending to client questions/requests and escalated technical troubleshooting related to integration logic, macros, and scripts
- Escalate issues or bugs with Engineering & Product teams
- Obtain thorough knowledge of Lighthouse internal tools and procedures to ensure smooth workflow and collaboration between departments
- Educate and empower our users to help them achieve the most out of the Lighthouse BI products by engaging with them, listening, and understanding their needs
- Prepare supporting material and product user manuals
- Collaborate with Business Development teams on internal questions
- Communicate technical concepts across stakeholders of varying technical ability
- Serve as intermediary point of escalation, including proactively communicating with customers for fast resolution
- Where necessary, identify shortfalls in the process and procedures, and proactively suggest process improvements
- Participate in regional monthly improvement and innovation reviews based on local metrics
- Responsible for specific ad hoc projects established by the Regional Customer Care Manager.

**Who you are**
- You are tech savvy and proficient with Google Apps
- You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves
- You have a background and understanding of the hotel industry and/or revenue management principles
- Proven success in a customer facing environment i.e. through satisfaction scores
- Strong work ethic, hands-on, detail oriented with a customer service mentality
- Team player, ability to work cross-functionally and under pressure
- You have exceptional written communication skills
- Fluent in English, both written and spoken. Fluency in Japanese on top is a strong plus

**About our team**

**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.
- Competitive compensation: Proactively maintained to value your work.
- 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 85,000+ users worldwide.
- Referral bonuses: Earn rewards for bringing in new talent.

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.