Technical Support Team Lead

KMS Lighthouse • Dallas, TX

1d

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
• 2+ years of experience as a team lead
• Prior experience supporting a SaaS is required
• Strong experience with Linux administration and scripting is required
• Solid knowledge and understanding of APIs
• Familiarity with SQL
• Knowledge of Tomcat, Apache, Jetty, and Nginx
• Must have prior experience working with Azure and/or AWS environments
• Experience working with Virtualization systems (VMWare or other)
• Leadership skills and abilities are a must

Nice To Haves

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Responsibilities

• Function as the primary technical team player and coach - leading the support team in day-to-day operations and completing tickets as an IC
• Provide a high-level of SaaS support for our large enterprise clients in North America and around the globe
• Triage, troubleshoot, and/or escalate incoming tickets
• Troubleshoot incidents and system events; escalating to specialized teams when necessary
• Work closely with development teams and DevOps teams
• Collaborate with Customer Success and Project Management teams to help provide high-level support
• Take an active role in the customer lifecycle and business continuity events
• Interface with clients on technical calls whether for live troubleshooting, technical guidance, ticket status, etc.
• Generate and provide reports to upper management
• Mentor and train Support Engineering team for continuous skill development
• Liaise between internal leadership and the support team as well as between clients and the support team as needed

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees