Team Lead Software Support

KNAPP; Kennesaw (GA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

2 remote days per week

Half day Fridays

State-of-the-art office in Kennesaw

Health, dental, vision, life insurance

401k with generous match

Paid vacation & holidays

Profit sharing

Parental leave

Tuition reimbursement

Pet insurance

Subsidized daycare

Job summary

KNAPP Group in Kennesaw, GA seeks a Team Lead Software Support to oversee 2nd level software support, ensuring site monitoring, incident tracking, and long-term solutions. You will serve as escalation point and drive root cause analysis while coordinating 24/7 coverage and mentoring a team of Software Support Engineers.

The role requires leading, coaching, and coordinating with customers and KNAPP subsidiaries to deliver high-quality remote support services and continuous improvements.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years in warehouse operations or supply chain.
• Experience leading technical support teams preferred.
• ITIL Foundation knowledge.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and mentor Software Support Engineers in the Kennesaw office.
• Conduct regular performance reviews and coaching.
• Foster a collaborative, customer-focused team culture.
• Ensure continuous monitoring of customer sites and proactive incident resolution.
• Maintain visibility over active tickets and escalations.
• Drive root cause analysis and proper documentation of incidents.
• Develop and manage rotating shift schedules for 24/7 coverage.
• Coordinate staffing for holidays, weekends and emergencies.
• Serve as main contact for escalated incidents and service disruptions.
• Provide updates to customers during escalations via email/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.
• Align with Headquarters on team duties and global standards.

Skills

Team leadership

Mentoring

Performance reviews

Incident management

Root cause analysis

Shift planning

24/7 coverage

Customer communication

Escalation management

Cross-functional collaboration

Education

Bachelor’s degree in business/logistics or related field

Tools

Linux

Java

Oracle

SQL

Warehouse control systems

Job description

Who We Are

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group across over 60 locations worldwide, shaping the future-oriented intralogistics industry, are dedicated to making complexity simple.

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

What You Get To Do

The Team Lead Software Support is responsible for overseeing the daily operations of the 2 nd 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.

Essential Functions and 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.

What You Have

• 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.

Working Conditions and Environment

• Authorization to work in the U.S.
• Passport or ability to obtain a passport.
• Professional office etiquette is required at all times.
• Travel may be required up to 25%.
• Additional hours may be required to support business needs and critical customer incidents.
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length.

What You Will Get

• 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 deliveryMonthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, 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".