SaaS Support Team Lead - Player-Coach

KMS Lighthouse

United States

On-site

USD 110,000 - 150,000

Full time

4 days ago

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Job summary

KMS Lighthouse is seeking a Support Engineer Team Lead to mentor a 3-person team and act as a technical authority for Fortune 500/1000 clients. You will manage day-to-day support for our SaaS knowledge management system, coordinate with DevOps and Development teams, and drive proactive, high-quality client service across North America and beyond.

The role requires strong troubleshooting, client communication, and leadership skills to guide the team and ensure service continuity and excellence.

Qualifications

3 years of experience as a Support Engineer or in a similarly technical role.
1 year of experience leading a team.
Experience interfacing with enterprise clients.
Experience directly supporting a SaaS solution.
Experience with Linux administration and scripting.
Experience with Microsoft Azure or other cloud providers.
Experience with virtualization systems (VMware or other).

Responsibilities

Function as the primary technical team player-coach.
Lead the support team in day-to-day operations.
Screen incoming tickets and distribute to team members, while contributing to tickets.
Provide high-level troubleshooting for major clients in North America and globally.
Interface with clients during live troubleshooting, technical calls, and escalations.
Troubleshoot incidents and system events; escalate when necessary.
Collaborate closely with development and DevOps teams.
Engage actively in the customer lifecycle and business continuity events.
Train, mentor, and develop the support team.