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

As a Senior Technical Support Engineer at Lakeside, you will be responsible for answering technical support calls, diagnosing and resolving issues, reporting bugs, testing newly developed software, collaborating cross-functionally on client technical challenges, and customizing software tools to meet client needs. You must have a broad technical background and excellent customer management skills. You should possess exceptional troubleshooting abilities, including deciphering technical software output logs, analyzing installation logs, investigating databases, and troubleshooting issues across Windows, Mac, and Linux environments, as well as networking. To succeed, you must be self-motivated, curious, and resourceful in solving complex technical problems. 

What You'll Do 

The core functions of this role include: 

• Accurately triaging and prioritizing customer issues 

• Following standard processes for proper escalation of unresolved issues to appropriate internal teams 

• Meeting and/or exceeding assigned Technical Support metrics and targets 

• Instilling trust and deescalating customer issues when appropriate by determining workarounds, next steps and talking customers through a series of actions they need to take to resolve an issue 

• Prioritizing and manage several open issues at one time 

• Providing prompt and accurate feedback to customers. 

• Accurately and promptly documenting actions taken on issues into the system log 

• Documenting technical knowledge in the form of knowledge articles 

• Explaining technical solutions and setting expectations on outcomes 

• Serving as a strong team player and collaborating, as appropriate, with our cross functional teams 

What You'll Bring to the Company: 

The key requirements for this role include: 

• 8 - 12 years in IT support, Managed Service providers or Proprietary Software Support 

• At least 2 years of experience with SysTrack; additional experience with SysTrack or other agent-based environments is a plus 

• Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions 

• Advanced Windows knowledge to include 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 Data Center Support 

• Experience handling Enterprise-size customers 

• System hardware troubleshooting experience 

• Working knowledge of ITSM tools 

Additional Details 

• Location:  US remote or hybrid with a preference for candidates located within commutable distance of our Ann Arbor, MI office  

Lakeside Software is committed to pursuing a diverse and talented team and offering an inclusive environment for all employees and candidates. 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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