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 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
Benefits
- Medical, Vision, Dental
- 401K + 401k Match
- 11 Paid Holidays
- PTO & Sick Days
