Support Engineer Team Lead
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 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 working with Microsoft Azure or other cloud providers
- Experience working with virtualization systems (VMware or other)
- Experience working with Kubernetes
- Knowledge of Windows administration
Benefits
- Medical, Dental, Vision
- 401K & 401K Match
- PTO & Sick Days
- 11 Paid Holidays