Tech Support Engineer

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? 🚀

What you will do

As our new Tech Support Engineer, you will be the cornerstone of our IT operations for the US region. You will be the sole and go-to IT expert in our Denver office, providing crucial hands-on and remote support to our US-based teammates. This autonomous role is perfect for a proactive problem-solver who thrives on managing everything from hardware and software to office infrastructure. You won't just be closing tickets; you'll be taking ownership of the IT environment, making suggestions for improvement, and ensuring our team has the tools they need to succeed.

Where you will have impact

• Own the full IT lifecycle for our US team, from onboarding new hires with necessary devices and accounts to handling offboarding procedures.
• Deliver timely and effective hands-on IT support for our Denver office and remote support for other US-based colleagues, managing local office tech like printers, networks, and AV equipment.
• Ensure our all-hands meetings and important company gatherings run smoothly by setting up and maintaining conference room AV equipment.
• Proactively identify opportunities to improve our IT environment, documenting procedures, maintaining our internal knowledge base, and implementing best practices.
• Manage our fleet of MacBooks and iPhones for the US region, including configuration, wiping, and reinstallation using our MDM solution.
• Act as the "eyes and ears" of the central Tech Support team in the US, providing valuable feedback and insights to improve our global IT operations.

About our team

Welcome to the Internal Tech Support team, the technical backbone of Lighthouse! We're the go-to crew for ensuring our internal teammates have a seamless and productive technology experience. We work closely with teams across the business, including Office Management, Security, and HR, to deliver prompt, effective solutions. We are passionate about continuous improvement, always looking for ways to make our support services better and empower the entire organization to shine.

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

• You are comfortable working in a MacOS environment.
• You have proven experience in a hands-on IT Support role, ideally in a fast-paced, dynamic environment like a startup or scale-up.
• You are a driven, proactive, and self-sufficient individual who takes initiative and thrives on finding solutions to any problem that comes your way.
• You are a constructive team player with excellent communication skills, capable of collaborating effectively with teammates across different time zones.
• You possess a "can-do" attitude, natural curiosity, and a drive to learn and solve complex problems.
• You are expected to work from our Denver office on a hybrid basis, with a minimum of 3 days per week to provide essential on-site support.

We welcome

• Experience with office technology such as Google Meet, AV equipment, and printer support.
• Knowledge of Mobile Device Management (MDM) solutions like Jamf.
• Familiarity with ticketing systems like Jira or Zendesk.

Technologies you will work with

Confluence, Zendesk, Slack, JIRA, Google Workspace, JAMF, ZIP, 1 Password, Gemini, Claude Dev, n8n, Crowdstrike, Chrome Enterprise...

In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $86,000.00 - 96,500.00 USD. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.

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