Senior Technical Support Engineer job opportunity at Lakeside Software.

Home Jobs In United States Of America Tag: Job Senior Technical Support Engineer position at Lakeside Software


Date2026-02-10T21:51:04.750Z bot
Lakeside Software Senior Technical Support Engineer
Experience: 12-years
Pattern: full-time
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degreeHigh School (S.S.C.E)
loacation Ann Arbor, United States Of America
loacation Ann Arbor....United States Of America

As a Senior Technical Support Engineer, you must have a broad technical background and excellent customer management skills. You should possess exceptional troubleshooting abilities, including deciphering technical software output logs, analysing installation logs, investigating databases, and troubleshooting issues across Windows, Mac, and Linux environments, as well as networking. In this role, 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 customising software tools to meet client needs. To succeed, you must be self-motivated, curious, and resourceful in solving complex technical problems.  The core functions of this role include:  Ability to accurately triage and prioritize customer issues  Ability to follow standard processes for proper escalation of unresolved issues to appropriate internal teams  Meeting and/or exceeding assigned Technical Support metrics and targets  Ability to instill trust and to deescalate 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  Ability to prioritize and manage several open issues at one time  Provide prompt and accurate feedback to customers.  Accurately and promptly document actions taken on issues into the system log  Document technical knowledge in the form of knowledge articles  Excellent communication skills with the ability to explain technical solutions and set expectations on outcomes  Serve as a strong team player and collaborating, as appropriate, with our cross functional teams  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 Datacenter Support  Experience handling Enterprise-size customers  System hardware troubleshooting experience  Working knowledge of ITSM tools 

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