Lead Support Engineer - SaaS, Global Clients, Team Coach

KMS Lighthouse; Irving (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K & 401K Match

PTO & Sick Days

11 Paid Holidays

Job summary

KMS Lighthouse is seeking a Support Engineer Team Lead to act as a player-coach for our SaaS knowledge management system and to lead a 3-person team in day-to-day operations in Irving, TX. You will collaborate with the Global Head of Support, DevOps, and Development teams to represent the company as a technical authority for clients.

The role requires strong initiative, excellent communication with the team, leadership, and client-facing skills to manage incidents, escalations, and customer

Qualifications

• 3 years of experience as a Support Engineer or in a 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 with SQL scripting and data familiarity.
• Experience working with Microsoft Azure or other cloud providers.
• Experience working with Virtualization systems (VMware or other).
• Experience working with Kubernetes (advantage).
• Basic to intermediate infrastructure and networking knowledge.
• 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.)

Skills

Client interfacing

Team leadership

SaaS support

Linux administration

SQL scripting

Kubernetes

Windows administration

Networking fundamentals

Tools

Microsoft Azure

VMware

Job description

KMS Lighthouse is seeking a Support Engineer Team Lead to act as a player-coach for our SaaS knowledge management system and to lead a 3-person team in day-to-day operations in Irving, TX. You will collaborate with the Global Head of Support, DevOps, and Development teams to represent the company as a technical authority for clients.

The role requires strong initiative, excellent communication with the team, leadership, and client-facing skills to manage incidents, escalations, and customer