Support Engineer

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.

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

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

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 the quality of the result