Technical Support Lead

KMS Lighthouse; United States; On-site; USD 110,000 - 150,000; Full time

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.

Skills

Team leadership

Client interfacing

SaaS support

Linux administration

Scripting

Azure / Cloud

VMware / Virtualization

Ticket triage & troubleshooting

Job description

KMS Lighthouse is one of the hottest up and coming tech companies working with Fortune 500 and Fortune 1000 enterprises around the world! Named the #1 knowledge management company in the Forrester Wave Report 2024, we are an industry leader in knowledge management solutions.

We are looking for a Support Engineer Team Lead to function as a player-coach - supporting our SaaS knowledge management system and leading a 3-person team in day-to-day work life. You will work closely with the Global Head of Support, DevOps, and Development teams to lead the support team and represent KMS Lighthouse as a professional and technical authority for clients.

The lead in this role must be able to take initiative and effectively communicate with their team, senior leadership, and clients.

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.)

Requirements

• 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 working with Microsoft Azure or other cloud providers
• Experience working with Virtualization systems (VMware or other)