Overview
We are looking for a high-energy, driven Support Engineer to join our organization. KMS Lighthouse is a global industry leader in knowledge management solutions, empowering organizations to deliver accurate knowledge at scale and improve customer and employee experiences across complex environments.
Responsibilities
* Serve as a primary technical support contact for enterprise customers, with a focus on the Australian and APAC customers.
* Receive, triage, investigate, and resolve support tickets.
* Perform in-depth troubleshooting of application, system, and infrastructure‑related issues.
* Work closely with Development and DevOps teams on incident resolution and root cause analysis.
* Participate in onboarding, upgrades, and business continuity events.
* Conduct live troubleshooting sessions with customers.
* Maintain documentation of issues and resolutions.
Requirements
* 3+ years in a client‑facing Technical Support or Application Support role.
* Experience supporting SaaS‑based products.
* Hands‑on Linux experience (logs, CLI).
* Basic to intermediate infrastructure and networking knowledge.
* SQL scripting and database familiarity.
* Cloud experience, preferably Microsoft Azure.
* ITSM knowledge and ticketing systems (Jira – plus).
* Strong communication and problem‑solving skills.
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