Technical Support Team Lead

KMS Lighthouse; Town of Texas (WI); On-site; USD 90,000 - 140,000; Full time

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.

Skills

Linux administration

SaaS support

Azure

VMware

Team leadership

Customer communication

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)