Back to jobs
New

Lead Technical Support Engineer

US Remote

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.

Read our Privacy Statement. 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Please answer "yes" if you will now, or in the future, require employment sponsorship to work in the US.

Please select "no" if you don't require employment sponsorship to work in the US now or in the future.

Select...

Tell us about your interest in working at Lakeside! 

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Lakeside Software’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.