At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.
Supervisor Technical Support
About Khoros
Khoros, formerly Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value and customers into contributors. By connecting consumer insights across all departments, Khoros allows companies to run their business with customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million daily digital interactions. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.
Role
We want to add a Supervisor (Technical Lead) to the Mission Critical Support Team. You’ll be responsible for providing technical mentorship and support during critical outages across all product lines as well as proactively monitoring infrastructure and mitigating performance issues that have the potential to become an outage if not checked. The position requires one to work in 24x7 shifts. The team sets high standards for the work they do while also maintaining a learning-oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer-facing role.
What You Will Do?
- Be a technical SME to mentor and supervise the Mission Critical Support team, providing first-class support and remedy for production-level outages.
- Track progress and prioritization of assigned tickets/incidents with a focus on resolution time and critical SLAs.
- Act as the go-to person for any production issue, troubleshoot and escalate as needed, and monitor until successful resolution.
- Work with the Leads to improve the team's standards and procedures.
- Proactively monitor product infrastructure through alerts and take timely action to resolve them.
- Track and ensure the delivery of postmortem RCAs to the incidents within the stipulated time.
- Learn new technologies and help transition newer services to the MCS team.
- Identifying documentation requirements in our knowledge base.
- Build technical training capabilities to ensure the upskilling of the team and provide a continuous learning culture.
What Are We Looking For?
- 6+ years of experience in technical support roles, ideally supporting web applications.
- Basic Administration experience of any Application Server like Apache Tomcat, JBoss, WebLogic, Websphere, etc.
- Exposure to JVM Thread Dump and Heap Dump analysis.
- Exposure to various infrastructure components such as Linux, Networking, Observability, and Databases.
- Exposure to basic cloud infrastructure, applications, and services on AWS/Azure/GCP.
- Experience or knowledge of Observability tools: DataDog, ELK, SumoLogic, CloudWatch.
- Ability to understand and troubleshoot primary application server-related technical issues.
- Able to communicate effectively between teams and individuals of varying technical expertise.
- Able to multi-task effectively while working on customer issues.
- Bachelor's degree in Computer Science, a related technical field involving computer systems engineering, or equivalent practical experience.
What Would Add Value?
- Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc., and Programming languages like Java, J2EE, or Python.
- Experience in Scripting languages like Shell, bash, etc.
- Technical or support certifications such as ITIL V3/V4, Cloud Certifications in AWS/Azure/GCP
- General idea about Multi-Tier Web Application Architecture
- Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)
About Khoros
The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.
Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.
Our Core Values
Accountability - We embrace an ownership mentality
Customer-Centricity - We are obsessed with achieving customer value
Agility - We move with urgency and purpose
What We Do
Khoros is a global leader in digital-first customer engagement software and services. We build enterprise software and offer expert services for digital customer service, messaging, chat, online brand communities, and social media management. Our platform is used by over 2,000 of the world's biggest and best brands to help them create customers for life.
Why Work With Us
At Khoros, we’ve worked hard to create a culture where every employee is valued. We’re made up of many backgrounds and perspectives, and we strive to celebrate our differences to create a collaborative and respectful workplace. We hire for potential, offer learning opportunities, and encourage growth within the organization to advance your career.
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