Lightspeed Commerce

Technical Program Manager

• Own the organization-wide strategy for cloud, vendor, and AI cost management
• Continuously reassess optimization priorities based on spend and risk
• Build the framework for AI cost management
• Analyze cloud usage, vendor contracts, and AI spend to identify inefficiencies
• Build or directly shape dashboards, automations, and monitoring systems
• Propose technical cost optimizations and partner with engineering when deeper implementation is needed
• Apply hands-on experience building and automating with AI
• Oversee and sometimes execute multiple cost-optimization initiatives
• Own cost attribution, monitoring, alerting, and leadership reporting
• Partner with FP&A to establish cost-efficiency metrics
• Manage dependencies, risk, and change across SRE, Engineering, Data, FP&A, and Procurement
• Advise senior and executive stakeholders on feasibility, timelines, risk, and cost trade-offs
• Balance centralized cost-management standards with business-unit autonomy
• Surface issues and advocate for organizational change
• Partner with Delivery Ops leadership on TPM career development and best practices
• Mentor other TPMs and raise the team’s technical and strategic standards

Principal Technical Program Manager – FinOps

Customer Support

• Serve as the first point of contact for customers needing assistance
• Handle requests ranging from general education to hardware and software investigation
• Investigate, troubleshoot, test and resolve issues hospitality customers face during service
• Work with a global, multi-language 24x7 team across APAC, EMEA and NOAM
• Provide support via phone, chat and email while maintaining Lightspeed's Gold Class support standard
• Use consistent troubleshooting techniques to identify customer issues and provide prompt, appropriate solutions
• Document, track and resolve customer interactions in support platforms
• Identify, reproduce and escalate product issues and bugs to the Quality Assurance team
• Track escalated issues through resolution with customers, partners and Lightspeed team members
• Advocate and promote improvements to products and services
• Operate within a roster/schedule to ensure high availability of customer assistance in collaboration with the manager

Support Specialist, Dutch

• Serve as the first point of contact for customers needing assistance
• Handle requests ranging from general education to hardware and software investigation
• Investigate, troubleshoot, test, and resolve issues hospitality customers may face during service
• Collaborate with global, multilingual 24x7 teams across APAC, EMEA, and NOAM
• Provide customer support via phone, chat, and email
• Use troubleshooting techniques to identify customer issues and provide prompt solutions
• Document, track, and resolve interactions in customer support platforms
• Identify, reproduce, and escalate product issues and bugs to the Quality Assurance team
• Track escalated issues through resolution with customers, partners, and Lightspeed team members
• Advocate and promote improvements to products and services
• Operate within a roster/schedule to ensure high availability of customer assistance

Support Specialist, Dutch Speaking

• Serve as the first point of contact for customers needing assistance
• Handle requests ranging from general education to hardware and software investigation
• Investigate, troubleshoot, test and resolve issues for hospitality customers during service
• Collaborate with global, multilingual 24x7 teams across APAC, EMEA and NOAM
• Provide support via phone, chat and email
• Use troubleshooting techniques to identify customer issues and provide solutions
• Document, track and resolve interactions in customer support platforms
• Identify, reproduce and escalate product issues and bugs to Quality Assurance
• Track issues through resolution with customers, partners and internal team members
• Advocate and promote product and service improvements
• Operate within a roster/schedule to maintain high customer-support availability

Support Specialist, German Speaking

• Serve as the first point of contact for customers needing assistance
• Handle requests ranging from general education to hardware and software investigation
• Investigate, troubleshoot, test and resolve issues hospitality customers may face during service
• Work with global, multilingual 24x7 teams across APAC, EMEA and NOAM
• Provide support via phone, chat and email
• Use troubleshooting techniques to identify customer issues and provide appropriate solutions
• Document, track and resolve interactions in customer support platforms
• Identify, reproduce and escalate product issues and bugs to the Quality Assurance team
• Track issues through resolution with customers, partners and Lightspeed team members
• Advocate and promote improvements to products and services
• Operate within a roster/schedule to ensure high availability of customer assistance, in collaboration with the manager
• Work flexible days and shifts, including weekends