Support Engineer

2 weeks ago

Melbourne, Victoria, Australia KMS Lighthouse Full time

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 mainly for our Australian client but not only.

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.

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 quality of result

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

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