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 enterprise-level customers. If you’re interested in the intersection of technology, innovation, and knowledge, this is the place to be.
The Support Engineer will work as a Support Engineer for our Support team and represent KMS Lighthouse as the professional authority in ongoing work with the technical factors from the client’s side.
Responsibilities
- Serve as a primary technical support contact for enterprise customers.
- Receive, triage, investigate, and resolve support tickets.
- Perform in-depth troubleshooting of application, system, and infrastructure-related issues.
- Work closely with Development and DevOps teams on incident resolution and root cause analysis.
- Participate in onboarding, upgrades, and business continuity events.
- Conduct live troubleshooting sessions with customers.
- Maintain documentation of issues and resolutions.
Requirements
- 1+ year of experience in Customer Care/Technical Support.
- Hands-on Linux experience (logs, CLI).
- SQL scripting.
- Cloud experience (preferably Microsoft Azure).
- ITSM knowledge and ticketing systems (Jira – plus).
- Strong communication and problem-solving skills.
- Flexibility in working hours and on-call shifts
Benefits
- Experience supporting SaaS-based products.
- Basic to intermediate infrastructure and networking knowledge.
- Database familiarity.
