What are the responsibilities and job description for the Support Engineer position at KMS Lighthouse?
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 8-4pm CST or 3-11pm 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 complaints, screening them, distributing to specialized team members, and working on tickets.
- 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 clients for live troubleshooting and / or technical calls.
- At least 3 years of experience in enterprise-level, client-facing Technical Support roles or equivalent.
- At least 1 year of experience supporting a SaaS / IaaS / PaaS product.
- At least 1 year of 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.