Support Engineer Team Lead

KMS Lighthouse•Dallas, TX

About The Position

KMS Lighthouse is a rapidly growing tech company serving Fortune 500 and Fortune 1000 enterprises globally. Recognized as the #1 knowledge management company in the 2024 Forrester Wave Report, we are a leader in knowledge management solutions. We are seeking a Support Engineer Team Lead to act as a player-coach, managing a team of three and supporting our SaaS knowledge management system. This role involves close collaboration with the Global Head of Support, DevOps, and Development teams, representing KMS Lighthouse as a technical authority to clients. The ideal candidate will be proactive and possess strong communication skills for interacting with their team, senior leadership, and clients.

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

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.)