Technical Support Specialist

Technical Support Specialist

Mexico City Metropolitan Area

At Lighthouse, we're on a mission to revolutionize commercial strategy as hospitality's most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.

With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act.

We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment

• Pursuit of greatness: We're innovators who care deeply about our customers' success. Our team brings their best work, stays curious, and delivers excellence through attention to detail
• Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward
• Elevate each other: We don't just work together - we grow together. What unites us is understanding each other as people and working toward shared goals

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?

Job Details

• Growth Operations | Customer Operations
• Mexico
• Remote
• Compensation Salary Range: 380,000 - 470,000 MXN

What you will do

• Reporting to our Customer Care Manager, you will join as a Technical Support Specialist for our Business Intelligence (BI) products. You will be a subject matter expert on our integration processes, data validation, and analysis, serving as a key resource for our customers. Your role will focus on advising and guiding a wide array of clients, handling escalated technical issues, and ensuring they successfully leverage Lighthouse to transform their business.

Where you will have impact

• Manage and resolve customer cases logged via chat and email in a timely and professional manner.
• Investigate and troubleshoot escalated technical issues related to integration logic, data, and system performance.
• Collaborate closely with Engineering, Product, and Business Development teams to resolve complex bugs and customer issues.
• Educate and empower our customers, helping them understand and achieve maximum value from our BI products.
• Utilize and support AI-driven features within our platform, helping customers leverage advanced analytics for smarter business decisions.
• Clearly communicate complex technical concepts to customers and internal stakeholders of varying technical abilities.
• Proactively identify and suggest improvements to support processes, procedures, and internal tools.
• Prepare and maintain supporting materials and product user manuals to enhance customer self-service.

About our team

You'll be joining our dedicated Customer Care team, the strategic and compassionate faces of Lighthouse. We are the subject matter experts for the company's integrated products, and we're passionate about making our customers successful. We thrive on solving complex challenges, working cross-functionally, and acting as the crucial link that helps transform our customers' businesses through data. We are an organized, dedicated, and collaborative group entrusted with building strong customer relationships.

What's in it for you?

• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA.
• Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both.
• Employee Assistance Program: 100% confidential and free.
• Employer paid Short Term Disability + $50,000 Life Insurance
• Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized ClassPass subscription.
• Referral bonus: Earn rewards for bringing in new talent.

Who you are

• Proven success in a customer-facing role with a strong customer service mentality.
• You are tech-savvy with the ability to tackle complex technical issues.
• An interest in and aptitude for understanding AI-driven tools and features.
• Exceptional written and verbal communication skills in English.
• A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure.
• You are a natural team player with experience working effectively in a cross-functional environment.
• A proactive and hands-on approach to problem-solving.
• Proficiency with Google Suite and other modern business applications.

We welcome

• A background and understanding of the hotel industry and/or revenue management principles.
• Proven high customer satisfaction scores in a previous role.
• Fluency in another language used within our company network.

Diversity, equity, inclusion, and belonging

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. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter.

Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. 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!