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
- 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
- Medical, Dental, Vision
- 401K & 401K Match
- PTO & Sick Days
- 11 Paid Holidays
Skills Required
- 5+ years experience as a Support Engineer or similar role supporting enterprise-level clients
- 1+ years experience leading a team
- Experience directly supporting a SaaS solution
- 2+ years experience with Linux administration and scripting
- Knowledge of Tomcat, Apache, Jetty, and Nginx
- Prior experience working with Microsoft Azure or other cloud providers
- Knowledge of Windows administration
- Experience working with virtualization systems (VMware or other)
- Strong leadership, communication, and initiative
What We Do
KMS Lighthouse drives smarter, better business interactions with its knowledge management solutions. When customers and employees have issues, Lighthouse illuminates the path with instant answers. We use advanced technologies and take an innovative approach to build knowledge management solutions. Our knowledge system boosts productivity and efficiency with a powerhouse of digitized knowledge that’s easy to update, collaborate, share, or provide feedback in real-time. We have a SaaS knowledge management system with native integrations to social media, product catalogs, operational systems, chatbots, virtual assistants, and open API integrations with your existing applications such as CRM, ticketing, and help desk. Lighthouse offers a rewarding KM experience for both customers and employees alike, improving loyalty and satisfaction. What’s more, we’ve built the system so that your entire team can easily navigate through it in their natural language, and adopt it effortlessly without training. Lighthouse simplifies communications, elevates customer and agent experiences, engages and inspires people. Happy agents, happy customers.
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