Team Lead, Software Support — 24/7 Ops (Remote 2 Days/Week)

RXinsider LTD.; 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

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.