Full-Time
Sr. Customer Support Specialist
Posted on 12/2/2024
Lucid
1,001-5,000 employees
Visual collaboration tools for teams
No salary listed
Mid, Senior
Salt Lake City, UT, USA
This is a hybrid position, allowing for a combination of remote work and in-office days.
- 2 years practical work experience and/or a Bachelor's degree with a strong academic performance.
- A strong sense of personal ownership and responsibility
- Ability to translate complex technical ideas into simple, easy to understand content
- Strong written and verbal communication skills (both internally and externally) including over the phone with our strategic customers as needed
- Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
- Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
- Detail-oriented, organized and a good team player
- Bias towards finding solutions versus shutting down ideas
- Independent judgement for complex issues that arise
- Manage technical issues by investigating and troubleshooting complex problems autonomously, taking escalations from Specialists, escalating user issues as needed, managing issue workflows and proactively identifying consumer needs
- Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues
- Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
- Exercise discretion regarding technical issues and problems posed by customers
- Collaborate with Engineering, Product Management, Customer Success, Sales and other cross-functional peers on specific user-impacting issues and bugs.
- Assist in writing clear Help Center and user education content
- Address and resolve customer issues within the community promptly and effectively. Actively engage in community discussions by offering valuable insights and answers
- Develop and iterate on Team Strategy to better serve our customers and meet our Business goals.
- Be available for one weekend per quarter to be the on-call support agent and escalate any top issues or site outages to engineering that occur during this time.
- Use discretion and know when to waive or deviate from established procedures to help with client needs
- Experience troubleshooting technical issues
- Experience in content creation
- Basic data analytics or statistical skills
- Teaching or mentoring experience
- Experience with log management software such as Splunk or Loggly
- Experience with any coding language
- Basic Project Management experience
Lucid provides tools for visual collaboration, helping teams brainstorm, diagram, and visualize complex ideas and software. Its main products include Lucidchart for creating diagrams, Lucidspark for virtual brainstorming sessions, and Cloud Insights for visualizing software architecture. These tools are designed to facilitate teamwork, especially for remote teams, allowing them to collaborate effectively as if they were in the same room. Lucid serves a wide range of clients, including nearly all Fortune 500 companies, and operates on a subscription-based model with different pricing tiers to meet various organizational needs. The company's goal is to simplify complexity, enabling teams to gain clarity and understanding to work more efficiently.
Company Size
1,001-5,000
Company Stage
Series D
Total Funding
$161.6M
Headquarters
South Jordan, Utah
Founded
2010
Simplify's Take
What believers are saying
- Lucid's expansion into EMEA strengthens data security and compliance for regional customers.
- Inclusion in Forbes Cloud 100 for five consecutive years highlights Lucid's market leadership.
- Lucid's FedRAMP authorization opens opportunities in the public sector for secure collaboration.
What critics are saying
- Emerging competitors like Miro and MURAL pose a threat to Lucid's market share.
- Data privacy concerns may arise with Lucid's expanding data residency program.
- Dependence on partnerships with tech giants could risk if they develop competing products.
What makes Lucid unique
- Lucid offers a comprehensive visual collaboration suite with Lucidchart and Lucidspark.
- Lucid's products are used by 99% of Fortune 500 companies, showcasing strong enterprise presence.
- Lucid's AI-driven enhancements and integrations with Microsoft 365 and Slack set it apart.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Competitive compensation packages
Comprehensive portfolio of health benefits
Equity
Eight-week paid sabbatical after 5 years
Paid parental/family leave
Annual Hackathon and frequent game nights
Personal and career development through Lucid Learning
Community engagement and giving through Lucid Heart
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↑ 0%2 year growth
↑ 0%Utah's largest business networking organization shares its annual ranked list of the fastest growing companies in the state. SALT LAKE CITY, Oct. 2, 2024 /PRNewswire/ -- MountainWest Capital Network (MWCN) recognized Pure Healthcare who took the No. 1 spot at the 30th annual 2024 Utah 100 awards event. First presented in 1994, the Utah 100 is MWCN's yearly list of the fastest-growing companies in the state. "Pure Healthcare's patient-focused mission has been essential to their incredibly fast growth as more people benefit from affordable, quality care through its network of providers," said Chris Badger, chair of the MWCN Utah 100 committee
AMSTERDAM, Sept. 10, 2024 /PRNewswire/ -- Lucid Software , the leader in visual collaboration software, today announced the launch of its global data residency in the EMEA region. Hosted by Amazon Web Services (AWS), this strategic expansion marks a significant milestone in Lucid's mission to enhance team collaboration while further strengthening data security across the EMEA region."The launch of Lucid's improved global data residency program in EMEA reaffirms our dedication to supporting the unique needs of our local customers as they navigate local compliance standards" said Roderick de Greef, VP of Sales, EMEA. "By providing a robust data residency solution, we enable organisations across the region to collaborate with peace of mind knowing their document data remains secure and within their region. Team collaboration should be both seamless and secure, and Lucid is committed to making that possible."Similar to Lucid's recent global data residency launch in Australia, Lucid's enterprise customers can now control where document data in the Lucid Suite is securely stored by selecting the region that helps meet their data residence obligations, as well as regional data and compliance requirements. Lucid's full catalogue of integrations work in all data regions along with its developer platform and external API to improve product performance and reduced latency.Since Lucid's physical expansion to Europe in 2018, the company has seen consistent growth and increasing interest from customers in establishing a global data residency program
SOUTH JORDAN, Utah and RESTON, Va., Aug. 29, 2024 /PRNewswire/ -- Lucid Software , the leader in visual collaboration software and Carahsoft Technology Corp., The Trusted Government IT Solutions Provider®, today announced that Carahsoft has added Lucid's Enterprise and FedRAMP® Authorized offerings to its GSA (General Services Administration) Schedule enabling Federal, State and Local Government agencies to easily leverage Lucid's intelligent diagramming, virtual whiteboard and cloud visualization products to further enhance secure collaboration and drive innovation."Lucid's addition to Carahsoft's GSA Schedule contract underscores our commitment to supporting Public Sector agencies as they look to digitally transform their operations," said Chris Weber, Head of Public Sector at Lucid Software. "This contract is a significant step for Lucid, allowing agencies to streamline the procurement process so they can quickly and efficiently access our solutions to align, collaborate and plan mission-critical initiatives more securely."The Lucid Visual Collaboration Suite is an innovative cloud-based solution that elevates team collaboration in the Public Sector through virtual whiteboarding with Lucidspark and intelligent diagramming with Lucidchart as they ideate, plan and execute mission critical initiatives. Teams looking to understand their cloud environments can do so through cloud visualization with Lucidscale. Lucid serves Government agencies across all 50 U.S. states, supporting digital transformation by enabling teams to streamline collaboration and align more efficiently on a secure visual platform."To meet the mandatory security standards for cloud procurement, our Government customers depend on FedRAMP authorization to access secure and compliant services," said Drew Scherer, Program Manager for FedRAMP Initiatives at Carahsoft
SOUTH JORDAN, Utah, Aug. 6, 2024 /PRNewswire/ -- Lucid Software , the leader in visual collaboration software, has once again been named to the Forbes 2024 Cloud 100, the definitive ranking of the top 100 private cloud companies in the world, published by Forbes in partnership with Bessemer Venture Partners and Salesforce Ventures. This marks Lucid Software's impressive fifth consecutive appearance on the list."We are truly honored to be included on the Cloud 100 list for the fifth year in a row," said Dave Grow, CEO of Lucid Software. "The recognition is a testament to how effective collaboration is essential to a company's success and how much of an impact Lucid has in sparking creativity across 70+ million users globally while also driving efficiency and alignment. With the Lucid Visual Collaboration Suite, global teams are empowered to effortlessly connect, engage and successfully execute their goals with the most intelligent and comprehensive collaboration platform available."Lucid's inclusion on the Cloud 100 highlights significant momentum over the past year, including the roll out of several AI enhancements built upon its patent-backed intelligent platform to uplevel team collaboration. This includes advanced diagram generation in Lucidchart, enriched mind maps in Lucidspark with Collaborative AI and a Microsoft 365 Copilot plugin to summarize and streamline workflows
SOUTH JORDAN, Utah, June 4, 2024 /PRNewswire/ -- Lucid Software , the leader in visual collaboration software, today unveiled a series of significant AI-driven updates to its Lucid Visual Collaboration Suite. These updates further the company's commitment to transforming how teams work and collaborate by building on its robust, patent-backed intelligent platform. The enhancements include deeper integration with widely used tools such as Microsoft Copilot, advanced diagram generation in Lucidchart, and expanded AI capabilities in Slack and Lucidspark."Lucid Software continues to lead the way in defining the future of collaboration," said Dan Lawyer, Chief Product Officer of Lucid Software. "These enhancements not only improve our existing suite but ensure that Lucid remains at the forefront, offering unparalleled integration and intelligence across all aspects of visual collaboration."Among these enhancements, the new integration with Microsoft Copilot offers users the ability to seamlessly retrieve Lucid documents, plus get an AI-generated summary of a document, saving time and streamlining workflows. For example, if a team member is out of town and needs to get caught up, they can ask Copilot to help them get up to speed on a project and Copilot can surface relevant Lucid boards or diagrams, as well as answer questions based on its understanding of those documents. Future enhancements will also include the capability to auto-generate new Lucid diagrams directly within Copilot, which users can then refine and edit in Lucid's powerful visual collaboration environment.Lucid also announced AI-powered diagram generation in Lucidchart