Join Lantern
Customer Support Specialist
Lantern Drilling Software
About Lantern
Lantern is a modern drilling software platform built for the mining industry—designed to connect drilling contractors and resource companies through real-time data, streamlined workflows, and actionable insights.
Our mission is simple:
Replace fragmented spreadsheets and manual processes with a unified platform that improves drilling performance, transparency, and decision-making.
We’re growing quickly and looking for someone who thrives at the intersection of customer support, operations, and product improvement.
The Role
You’ll act as the frontline operator for customer experience, owning everything from :
- Day-to-day support
- Customer onboarding & training
- Documentation and knowledge base creation
- Acting as a bridge between customers and product/engineering
You’ll work directly with :
- Drilling contractors (field + office)
- Geologists
- Operations and accounting teams
What you’ll be responsible for
Customer Support
Own and resolve customer issues end-to-end
Troubleshoot :
- Field data capture issues
- Reporting discrepancies
- Workflow/configuration problems
- Diagnose root causes and escalate bugs with clear documentation
- Maintain high responsiveness and customer satisfaction
Onboarding & Training
- Lead onboarding for new customers (contractors + mining companies)
- Configure Lantern to match customer workflows
- Deliver live training sessions (remote)
- Ensure successful “go-live” and early adoption
Documentation & Knowledge Base
Create and maintain :
- Help center articles
- Step-by-step guides
- Training materials and videos
- Translate complex workflows into simple, usable instructions
- Continuously improve self-serve support resources
Product Feedback Loop
- Identify recurring issues and workflow friction
- Translate customer pain points into actionable product insights
- Work closely with sales and product/engineering to improve the platform
- Advocate for features that drive real customer value
Customer Relationship Support
- Build strong working relationships with users
- Act as a trusted advisor on best practices
- Support account expansion by identifying new use cases
What you bring
Core Experience
3+ years in :
- SaaS support, customer success, OR
- Mining/drilling operations with technical systems exposure
- Experience troubleshooting software and workflows
- Strong communication skills (written + verbal)
Mining Industry Experience (Strong Asset)
Background as a :
- Mine geologist
- Drilling operations coordinator
Understanding of :
- Drilling workflows (exploration)
- Field data collection challenges
- Contractor vs owner workflows
Technical & Analytical Skills
Comfortable diagnosing issues across :
- Data, workflows, and user behavior
- Able to think logically and solve ambiguous problems
- Experience with SaaS platforms, databases, or reporting tools is an asset
Bonus Points
- Bilingual or multilingual (Spanish or French strongly preferred)
- Experience working with Latin American mining operations
- Experience creating documentation, training content, or help centers
Why this role matters
In a company like Lantern :
Support is not a cost center—it’s a growth engine
This role directly impacts :
- Customer retention
- Product quality
- Revenue expansion
You’ll play a key role in shaping how customers experience—and rely on—Lantern.