Team Lead Software Support

Knapp Inc•Kennesaw, GA

9d•Hybrid

About The Position

The Team Lead Software Support is responsible for overseeing the daily operations of the 2nd Level Software Support, ensuring that customer sites are monitored effectively, incidents are tracked and resolved, and long-term solutions are implemented. This role acts as the primary escalation point for technical and operational issues and ensures seamless coordination between KNAPP and its customers. The Team Lead Software Support drives root cause analysis, manages shift planning for 24/7 coverage, and leads a team of Software Support Engineers to deliver high-quality remote support services.

Requirements

Bachelor’s degree in business and/or Logistics (preferred) or related field, or equivalent experience.
3+ years of experience in warehouse operations, supply chain, automated distribution environments, or related industries.
Previous experience leading, mentoring, or supervising technical support teams preferred.
Basic understanding of Linux, Java, Oracle, SQL, and warehouse control systems.
Ability to lead and motivate teams in a high-pressure, fast-paced environment.
Operational experience within an automated distribution facility
Strong analytical and reporting skills.
ITIL Foundation knowledge
Excellent verbal and written communication skills
Customer-focused mindset with a proactive approach to problem-solving.
Proven organizational skills
Strong interpersonal skills
Authorization to work in the U.S.
Passport or ability to obtain a passport
Professional office etiquette is required at all times
Additional hours may be required to support business needs and critical customer incidents.
Strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”

Nice To Haves

Travel may be required up to 25%

Responsibilities

Lead and mentor Software Support Engineers in the Kennesaw office.
Conduct regular performance reviews, coaching, and team development activities.
Foster a collaborative and customer-focused team culture.
Ensure continuous monitoring of customer sites and proactive incident resolution.
Maintain visibility over all active tickets and escalations.
Drive root cause analysis and ensure proper documentation of incidents.
Develop and manage rotating shift schedules to ensure 24/7 service coverage.
Coordinate staffing for holidays, weekends, and emergency situations.
Serve as the main point of contact for escalated incidents and service disruptions.
Exercise sound judgment and decision-making authority during customer escalations and operational disruptions.
Provide frequent updates to customers during escalations via email or bridge calls.
Collaborate with KNAPP subsidiaries and subject matter experts for resolution.
Identify and implement operational improvements and best practices.
Provide regular performance and incident reports to senior leadership.
Take ownership of team performance and foster a culture of responsibility.
Align with Headquarters on all team duties, responsibilities, and operational expectations to ensure consistency with global standards.

Benefits

2 remote days per week
Half day Fridays
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering