Support Engineer Team Lead

Description

KMS Lighthouse is one of the hottest up and coming tech companies working with Fortune 500 and Fortune 1000 enterprises around the world! Named the #1 knowledge management company in the Forrester Wave Report 2024, we are an industry leader in knowledge management solutions.

We are looking for a Support Engineer Team Lead to function as a player-coach - supporting our SaaS knowledge management system and leading a 3-person team in day-to-day work life. You will work closely with the Global Head of Support, DevOps, and Development teams to lead the support team and represent KMS Lighthouse as a professional and technical authority for clients.

The lead in this role must be able to take initiative and effectively communicate with their team, senior leadership, and clients.

Responsibilities

• Function as the primary technical team player-coach
• Lead the support team in day-to-day operations
• Screen incoming tickets, distribute them to specialized team members, and work on tickets
• Provide a high level of troubleshooting for our major clients in North America and around the Globe
• Interface with clients regularly whether for live troubleshooting, various technical calls, and/or escalations
• Troubleshoot incidents and system events; escalating to specialized teams when necessary
• Work closely with development teams and DevOps teams
• Take an active role in the customer lifecycle and business continuity events
• Train, mentor, and develop the support team (i.e. skill development, professional development, etc.)

Requirements

• 3 years of experience as a Support Engineer or in a similarly technical role
• 1 year of experience leading a team
• Must have experience interfacing with clients, preferably enterprise clients
• Experience directly supporting a SaaS solution is required
• Experience with Linux administration and scripting is required
• Experience with SQL scripting and data familiarity
• Experience working with Microsoft Azure or other cloud providers
• Experience working with Virtualization systems (VMware or other)
• Experience working with Kubernetes (advantage)
• Basic to intermediate infrastructure and networking knowledge
• Knowledge of Windows administration

Benefits

• Medical, Dental, Vision
• 401K & 401K Match
• PTO & Sick Days
• 11 Paid Holidays