Technical Support Team Lead

KMS Lighthouse is one of the hottest up and coming tech companies working with Fortune 500 and Fortune 1000 enterprises around the world! Named the #1 knowledge management company in the Forrester Wave Report 2024, we are an industry leader in knowledge management solutions.We are looking for a Support Engineer Team Lead to function as a player-coach - supporting our SaaS knowledge management system and leading a 3-person team in day-to-day work life. You will work closely with the Global Head of Support, DevOps, and Development teams to lead the support team and represent KMS Lighthouse as a professional and technical authority for clients.The lead in this role must be able to take initiative and effectively communicate with their team, senior leadership, and clients.ResponsibilitiesFunction as the primary technical team player-coachLead the support team in day-to-day operationsScreen incoming tickets, distribute them to specialized team members, and work on ticketsProvide a high level of troubleshooting for our major clients in North America and around the GlobeInterface with clients regularly whether for live troubleshooting, various technical calls, and/or escalationsTroubleshoot incidents and system events; escalating to specialized teams when necessaryWork closely with development teams and DevOps teamsTake an active role in the customer lifecycle and business continuity eventsTrain, mentor, and develop the support team (i.e. skill development, professional development, etc.)Requirements3 years of experience as a Support Engineer or in a similarly technical role1 year of experience leading a teamMust have experience interfacing with clients, preferably enterprise clientsExperience directly supporting a SaaS solution is requiredExperience with Linux administration and scripting is requiredExperience working with Microsoft Azure or other cloud providersExperience working with Virtualization systems (VMware or other)Experience working with KubernetesKnowledge of Windows administration