We are looking for a high-energy, driven Support Engineer to join our organization! KMS Lighthouse is an industry leader in knowledge management, working with Fortune 500 and Fortune 1000 enterprise-level customers. If you’re interested in the intersection of technology, innovation, and knowledge, this is the place to be!
The Support Engineer at KMS Lighthouse will be a primary technical team player in providing support for our major clients all around the US. There are multiple shifts available for this position. Times are flexible, but would include either 9-5pm CST or 1-9pm CST.
An ideal candidate will be presenting experience as a technical support engineer for software solutions across SaaS/PaaS/IaaS with a love for technology, curiosity about new products and approaches, and a get-to-know-how-it-works attitude.
Responsibilities
Primary duties include, but are not limited to -
- Receiving tickets, screening them, completing the tickets, or distributing to specialized team members
- Working closely with the team leader, other members of the support team, as well as collaborating with DevOps and the Development 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 enterprise-level clients on a day-to-day for live troubleshooting and/or other types of technical calls
Requirements
- 1 year of experience in a client-facing Technical Support role is required
- 1 year of experience supporting a SaaS/IaaS/PaaS product
- Experience supporting Linux based systems in a commercial environment including reading logs and writing commands
- Working knowledge of at least one cloud service provider, preferably Azure
- Experienced working with Jira - a plus
- Good working knowledge of ITSM processes and tools, including, but not limited to: service desk, logging, and monitoring
- Excellent communication skills and the ability to interact effectively with technical and non-technical personnel
- Self-motivated, proactive approach, and ability to work well with little direct supervision
- Strong problem-solving skills and a knack for troubleshooting
- Attention to detail, highly organized, with an absolute focus on quality of result
Advantages
None
Benefits
- Medical, Vision, Dental
- 401K + 401k Match
- 11 Paid Holidays
- PTO & Sick Days
Top Skills
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.
