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Provide technical support for enterprise and APAC customers by triaging tickets, troubleshooting application, system, and infrastructure issues, conducting live customer sessions, and collaborating with Development, DevOps, and Product teams on incident resolution and root cause analysis. Responsibilities also include onboarding, upgrades, business continuity events, and maintaining issue-resolution documentation.
Description
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, working with Fortune 500 and Fortune 1000 enterprises. Our platform empowers organizations to deliver accurate knowledge at scale, improving customer and employee experiences across complex environments.
We are looking for a high-energy, driven Technical Support Engineer to join our growing team and play a key role in supporting our Australian customers, as well as global enterprise clients.
As a Technical Support Engineer at KMS Lighthouse, you will serve as a primary technical point of contact for enterprise customers. You will handle complex application support issues while collaborating closely with Development, DevOps, and Product teams to ensure service stability, best customer experience.
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
- 2+ 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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