Lead Technical Support Engineer

Posted Sep 21

Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what’s going on in their dark estate – where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That’s why so many of the world’s leading global brands rely on Lakeside. And it’s how our customers see an average ROI of more than 250%. 

Give everyone a better view.TM

The Role: 

As Lead Support Engineer, you will play a pivotal role in driving customer satisfaction by delivering exceptional post-sale support for Lakeside Software customers using our SysTrack platform. The ideal candidate will have a solid technical foundation, excellent customer management skills, and advanced troubleshooting capabilities. You will excel in a dynamic, high-performing team, where your varied responsibilities will include managing support calls, troubleshooting, bug reporting, testing new software, and customizing tools to address client-specific needs.

What You'll Do

The core functions of this role include:

  • Actively engaging with customers and manage assigned caseload in a timely manner through thorough documentation of all tickets in caseload.
  • Keeping customers and internal stakeholders appraised of all changes and information needed to resolve customer issues
  • Mentoring junior support engineers to enhance technical skills of others, including debugging to determine possible issues
  • Aiding and mentoring junior support engineers in the development of test applications to help identify SysTrack bugs
  • Building cross functional credibility with Engineering teams, the Product Management team and the Customer Success teams
  • Liaising with internal teams to determine classification of trouble tickets associated with bugs or enhancement requests. Ensuring aged support tickets are monitored and managed appropriately
  • Identifying themes/recurrence in support tickets and drive initiatives cross-functionally that enhances the supportability of SysTrack
  • Ensuring adequate training and knowledge sharing is provided to the technical support team prior to major releases
  • Ensuring supportability and implementability on behalf of the technical support team for major new releases

What You'll Bring to Lakeside

The key requirements for this role include:

  • 3 years SysTrack or comparable monitoring software systems experience
  • Bachelor’s degree in computer science or equivalent experience with emphasis on object-oriented design.
  • Advanced experience supporting various operating systems with an emphasis on Windows systems in large-scale (500+ users/ devices) environments.
  • Working knowledge of virtualization platforms, Citrix environments and network infrastructures.
  • 4 years experience in programming, scripting and / or debugging with at least two of C++, C#, SQL, JavaScript.
  • Knowledge about IIS
  • DBA knowledge of SQL Server
  • Ability to read/analyze network and ProcMon traces

Additional Details

  • Location: US remote (with a preference to be located within commutable distance of our Ann Arbor, MI office to attend occasional onsite meetings)

#LI-Remote #LI-LP1

Lakeside Software is committed to pursuing a diverse and talented team and offering an inclusive environment for all employees and candidates. As we expand our DE&I reach, we are particularly interested in receiving candidate applications from a broad spectrum of individuals, including women, historically marginalized groups, individuals with disabilities, members of the LGBTQIA+ community, veterans, and any other legally protected group. Lakeside is dedicated to providing equal access and opportunity, as well as reasonable accommodation, for individuals with disabilities in employment, its services, activities, and programs. Lakeside is an Equal Opportunity Employer and does not make hiring or employment decisions on any basis protected by applicable local, state, or federal laws or prohibited by Company policy.  If reasonable accommodation is needed to participate in the job application or interview process, to perform required job functions, or to receive other benefits and privileges of employment, please contact accomodations@lakesidesoftware.com.

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