SaaS Support Team Lead — Player-Coach for Enterprises

KMS Lighthouse

Town of Texas (WI)

On-site

USD 90,000 - 140,000

Full time

4 days ago

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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. You will collaborate with the Global Head of Support, DevOps, and Development teams to drive technical excellence and client satisfaction.

The role requires interfacing with enterprise clients, hands-on SaaS support experience, and strong Linux/VMware scripting and cloud skills.

Qualifications

3 years of experience as a Support Engineer or in a similar technical role.
1 year of experience leading a team.
Experience interfacing with enterprise clients.
Experience 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, distribute them to specialized team members, and work on tickets.
Provide a high level of troubleshooting for major clients in North America and globally.
Interface with clients regularly for live troubleshooting and escalations.
Troubleshoot incidents and system events; escalate as needed.
Collaborate with development and DevOps teams.
Mentor and develop the support team.