Lead Support Engineer

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, KMS Lighthouse is an industry leader in knowledge management. 

The Support Team Lead will work closely with the Global Head of Support, DevOps, and Development teams to lead the Dallas 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 and coach
• Responsible for leading the support team in day to day operations
• Providing a high level of troubleshooting for our major clients in North America and around the Globe
• Generate and provide reports to upper management
• Receiving tickets, screening them, distributing to specialized team members, and working on tickets
• Working closely with development teams and DevOps teams
• Troubleshooting incidents and system events; escalating to specialized teams when necessary
• Taking an active role in the customer lifecycle and business continuity events
• Interfacing with clients for live troubleshooting and/or technical calls

Benefits:

• Medical, Dental, Vision
• 401K & 401K Match
• PTO & Sick Days
• 11 Paid Holidays

REQUIREMENTS

• 5+ years of experience as a Support Engineer or similarly technical role supporting enterprise-level clients
• 1+ years of experience leading a team
• Experience directly supporting a SaaS solution is required
• 2+ years of experience with Linux administration and scripting is required
• Knowledge of Tomcat, Apache, Jetty, and Nginx
• Must have prior experience working with Microsoft Azure or other Cloud Providers
• Knowledge of Windows administration
• Experience working with Virtualization systems (VMWare or other)
• Leadership skills and abilities are a must