About The Position
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.
Receiving complaints, screening them, distributing to specialized team members, and working on tickets. The Support Engineer will work closely with the team leader, other members of the support team, as well as corroborating with DevOps and the Development teams.
An ideal candidate will be presenting experience as a technical support engineer for software solutions across SaaS/PaaS/IaaS.
Responsibilities
Primary duties include, but are not limited to -
- Responding to customer requests and escalations.
- Troubleshooting incidents and system events; and escalating to specialized teams.
- Taking an active role in the customer lifecycle and business continuity events.
Requirements
- At least 3 years of experience in enterprise-level Customer Care/Technical Support or equivalent.
- Hands-on experience supporting Linux systems in commercial space, including troubleshooting and scripting, is a must.
- Working knowledge of at least one cloud service provider, preferably Azure.
- Love technology, curiosity about new products and approaches, a get-to-know-how-it-works attitude.
- Excellent communication skills and the ability to interact effectively with 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.
- Experience working with Jira - a plus.
- Good working knowledge of ITSM processes and tools, including, but not limited to: service desk, logging, and monitoring.
