About LighthouseAI
LighthouseAI, a Pharma Solutions company, provides pharmaceutical state licensing software and services to pharmaceutical manufacturers, wholesale distributors, logistics companies, and pharmacies.

The LighthouseAI product suite includes LighthouseAI Intelligence®, which uses artificial intelligence to automate compliance requirement research, and LighthouseAI Management® which enables maintenance.

LighthouseAI will create a stress-free and streamlined state licensing experience with support from our expert industry veterans and professional solutions.

This is a full-time remote position.
Working hours: 8am - 4:30pm ET

Essential Duties and Responsibilities:

• Provide technical support for customers via phone, email, or live chat, ensuring timely follow-up and resolution of issues.
• Diagnose, troubleshoot, and resolve software/product issues efficiently.
• Document and track customer interactions, technical issues, and resolutions.
• Work closely with the engineering and product teams to communicate product feedback and technical challenges.
• Escalate unresolved issues to the appropriate teams and ensure timely follow-up.
• Conduct software testing on bugs fixes and enhancement requests tracked in Jira.
• Develop user guides and release notes for product releases.
• Train customers on product usage and best practices.
• Create and maintain knowledge base articles, FAQs, and user guides.
• Collaborate with Marketing team to develop scripts and create training videos for product features and updates.
• Stay up to date with product features, updates, and industry trends.

Work Experience Qualifications:

• 4+ years of experience in technical product support role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting complex technical products.
• Excellent verbal and written communication skills.
• Experience working with help desk software or ticketing systems (e.g. Jira, Zendesk).
• Basic knowledge of APIs, databases, and operating systems is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong customer service skills and a proactive approach to problem resolution.

Other Qualifications:

• Microsoft Office suite competency including Excel, Word, and PowerPoint
• Staying organized while effectively prioritizing multiple projects at once.
• High attention to detail when completing projects.
• Strong time management skills to complete projects by deadlines.
• Self-motivated individual who takes ownership of their projects.
• Maintain excellent verbal, writing, and language skills.
• Previous experience working in a B2B or enterprise software environment

Benefits Offered:

• Health, dental and vision insurance
• Sort Term & Long Term Disability
• Life Insurance
• FSA
• Paid time off
• 401(k)