Job description

Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what’s going on in their dark estate – where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That’s why so many of the world’s leading global brands rely on Lakeside. And it’s how our customers see an average ROI of more than 250%.

Give everyone a better view.^TM

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

#LI-Remote #LI-LP1

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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