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.

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

- 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)
- Solid communication and problem-solving skills

📌 Technical Support Engineer (Melbourne)
🏢 KMS Lighthouse
📍 Melbourne