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 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 -
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
- 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 the quality of the result
- Medical, Vision, Dental
- 401K 401k Match
- 11 Paid Holidays
- PTO & Sick Days