Senior Technical Support Engineer

Lakeside Software is ushering in a new era of proactive IT with SysTrack, the industry's most powerful AI-driven Digital Employee Experience (DEX) platform. Trusted by Fortune 500 companies worldwide, Lakeside SysTrack dramatically reduces IT costs, prevents system failures before they occur, and drives strategic decision-making through unparalleled visibility.  Lakeside’s excellence is recognized by industry experts, earning us the title of AI Company of the Year by CIOReview, and leader status in the Gartner® Magic Quadrant™ for Digital Employee Experience Management Tools and The Forrester Wave™: End-User Experience Management. Join us in transforming IT operations and delivering exceptional digital experiences to companies globally.

The Role

We are looking for a Senior Technical Support Engineer to join our experienced global support team. The ideal candidate will have a strong technical background, excellent customer management skills, and expertise in troubleshooting software issues, including analysing logs, database investigation, networking, and diagnosing problems across Windows, Mac, and Linux environments. 

What You'll Do 

The core functions of this role include: 

• Providing customer support with precise triaging and prioritisation of issues, ensuring timely resolution. 
• Troubleshooting and diagnosing software and system issues, following standard escalation processes, and reporting, tracking, and escalating bugs as needed. 
• Instilling trust, de-escalating concerns, and guiding customers through troubleshooting steps, offering workarounds and next steps. 
• Managing multiple open issues, accurately log actions taken, and contributing technical knowledge through documentation and knowledge articles. 
• Working cross-functionally to address client needs and tailor software tools to enhance user experience. 

What You'll Bring to Lakeside 

The key requirements for this include:  

• This role requires the post holder to work APAC hours 4:30am – 1:00pm IST  
• 7+ years experience in IT support, Managed Service providers or Proprietary Software Support 
• Advanced Windows knowledge. Knowledge includes Windows Servers, Workstations, and Active Directory 
• Advanced Network infrastructure experience (e.g. switches, routers, firewalls) 
• Experience with troubleshooting Software application installation, testing, and architecture issues 
• Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration 
• Working Knowledge of & experience with Mac/Linux Operating Systems 
• Linux command line troubleshooting  
• Working Knowledge of DNS, DHCP, AD, Group Policy 
• Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g. Reporting Services, Integration Services, and Analysis Services) 
• SQL query writing skills 
• Experience in large-scale (500+ users/devices) IT Datacenter Support 
• Experience handling Enterprise-size customers 
• System hardware troubleshooting experience 
• Working knowledge of ITSM tools 

Desired Skills and Experience: 

• Degree in Computer Science or a related field 
• Experience with Citrix Virtual Apps, Desktops, and Hypervisor 
• Advanced SQL Server installation and maintenance 
• IIS administration and troubleshooting 
• Scripting experience (PowerShell, VBScript) 
• Certifications like MCSE, MCP, CCA, or VCP are a plus 
• Knowledge of HTTPS/TLS and scripted software deployment is beneficial 
• Familiarity with Microsoft Dynamics CRM, VSTFS, and UNIX OS is an advantage 

Additional Details 

• Location: India Remote 
• Travel: 5% 
• Some off-hours / on-call / some in office is required  

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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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