Support Engineer

Description

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.

Requirements

• 3 years of experience in enterprise-level, client-facing Technical Support roles is required.
• 1+ years of experience supporting a SaaS/IaaS/PaaS product.
• 1+ years 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.

Advantages

None

Benefits

None