WHAT YOU GET TO DOThe Team Lead Software Support is responsible for overseeing the daily operations of the 2nd Level Software Support, ensuring that customer sites are monitored effectively, incidents are tracked and resolved, and long-term solutions are implemented.
This role acts as the primary escalation point for technical and operational issues and ensures seamless coordination between KNAPP and its customers. The Team Lead Software Support drives root cause analysis, manages shift planning for 24/7 coverage, and leads a team of Software Support Engineers to deliver high-quality remote support services.
Essential Functions and Responsibilities: - Lead and mentor Software Support Engineers in the Kennesaw office.
- Conduct regular performance reviews, coaching, and team development activities.
- Foster a collaborative and customer-focused team culture.
- Ensure continuous monitoring of customer sites and proactive incident resolution.
- Maintain visibility over all active tickets and escalations.
- Drive root cause analysis and ensure proper documentation of incidents.
- Develop and manage rotating shift schedules to ensure 24/7 service coverage.
- Coordinate staffing for holidays, weekends, and emergency situations.
- Serve as the main point of contact for escalated incidents and service disruptions.
- Exercise sound judgment and decision-making authority during customer escalations and operational disruptions.
- Provide frequent updates to customers during escalations via email or bridge calls.
- Collaborate with KNAPP subsidiaries and subject matter experts for resolution.
- Identify and implement operational improvements and best practices.
- Provide regular performance and incident reports to senior leadership.
- Take ownership of team performance and foster a culture of responsibility.
- Align with Headquarters on all team duties, responsibilities, and operational expectations to ensure consistency with global standards.
WHAT YOU HAVE- Bachelor's degree in business and/or Logistics (preferred) or related field, or equivalent experience.
- 3+ years of experience in warehouse operations, supply chain, automated distribution environments, or related industries.
- Previous experience leading, mentoring, or supervising technical support teams preferred.
- Basic understanding of Linux, Java, Oracle, SQL, and warehouse control systems.
- Ability to lead and motivate teams in a high-pressure, fast-paced environment.
- Operational experience within an automated distribution facility
- Strong analytical and reporting skills.
- ITIL Foundation knowledge
- Excellent verbal and written communication skills
- Customer-focused mindset with a proactive approach to problem-solving.
- Proven organizational skills
- Strong interpersonal skills
Working Conditions and Environment: - Authorization to work in the U.S.
- Passport or ability to obtain a passport
- Professional office etiquette is required at all times
- Travel may be required up to 25%
- Additional hours may be required to support business needs and critical customer incidents.
- Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm's length
WHAT YOU WILL GET- 2 remote days per week
- Half day Fridays
- A beautiful new, state-of-the-art, office complex in Kennesaw, GA
- Industry competitive compensation
- Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
- 401k with a very generous employer match and no vesting!
- Paid Vacation & Holidays
- Profit Sharing
- Paid Parental Leave
- Subsidized Daycare
- Tuition Reimbursement
- Pet Insurance
- Subsidized food delivery
- Monthly celebrations
- Quarterly employee events
- Corporate Social Responsibility including recycling, sustainability and volunteering
