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

Key Responsibilities 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 (drilling contractors + mining companies) Configure Lantern to match customer workflows Deliver live training sessions (mostly 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.

Submit your application to: https://drillwithlantern.com/careers/