Support Engineer

KMS LighthouseIrving, TX, US

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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, 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.

Benefits :

Medical, Vision, Dental

401K + 401k Match

11 Paid Holidays

PTO & Sick Days

2 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.

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Support Engineer • Irving, TX, US