Lakeside Software · 14 hours ago
Senior Technical Support Engineer
Ann Arbor, MI
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expLakeside Software is seeking a Senior Technical Support Engineer with a broad technical background and excellent customer management skills. The role involves troubleshooting and resolving technical issues across various operating systems, managing customer support calls, and collaborating with cross-functional teams to enhance client satisfaction.
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Responsibilities
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
Qualification
Required
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
Benefits
Medical, Dental & Vision Insurance
Flexible Spending
Short & Long Term Disability Insurance
Company Paid Life & Voluntary Life & AD&D Insurance
401(k) matching
11 Days Observed Holidays
20 Days PTO
5 Days Paid Sick Time
Opportunities for career development and growth
A collaborative and supportive team culture
Company
Lakeside Software
Lakeside Software helps reduce IT costs and improve end-user experience with systrack digital experience monitoring.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Insight Partners
2020-02-11Private Equity
Leadership Team
Mike Schumacher
Founder and CEO
Brian Curran
Chief Financial Officer
Recent News
Lakeside Software LLC
2025-11-19
Lakeside Software LLC
2025-11-06
Company data provided by crunchbase