Support Engineer Team Lead

KMS Lighthouse•Dallas, TX

About The Position

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, KMS Lighthouse is an industry leader in knowledge management. The Support Team Lead will work closely with the Global Head of Support, DevOps, and Development teams to lead the Support team located in Dallas 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.

Requirements

5+ years of experience as a Support Engineer or similarly technical role supporting enterprise-level clients
Experience supporting a SaaS is required
2+ years of experience with Linux administration and scripting is required
Knowledge and understanding of APIs
Familiarity with SQL
Knowledge of Tomcat, Apache, Jetty, and Nginx
Must have prior experience working with Microsoft Azure or other Cloud Providers
Knowledge of Windows administration
Experience working with Virtualization systems (VMWare or other)
Leadership skills and abilities are a must

Nice To Haves

null

Responsibilities

Function as the primary technical team player and coach
Responsible for leading the support team in day to day operations
Providing a high level of troubleshooting for our major clients in North America and around the Globe
Generate and provide reports to upper management
Receiving tickets, screening them, distributing to specialized team members, and working on tickets
Working closely with development teams and DevOps teams
Troubleshooting incidents and system events; escalating to specialized teams when necessary
Taking an active role in the customer lifecycle and business continuity events
Interfacing with clients for live troubleshooting and/or technical calls