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KOCH KNIGHT, LLC - Pepper Pike, OH

Posted: 4/14/2021 - Expires: 7/13/2021

Job ID: 226224261


Job Description


KBX Technology Solutions provides logistics solutions for its customers through innovative technology that help deliver actionable intelligence, eliminate waste and redundancies, and create greater operational efficiencies in the marketplace. KBX Technology Solutions is a subsidiary of KBX - a Koch Industries Inc. company - and complements all KBX subsidiaries (Rail, Logistics, and International) to drive enhanced data and analytics across the global supply chain for customers. Based in Wichita, Kansas, Koch Industries is one of the largest private companies in America, with estimated annual revenues as high as $115 billion, according to Forbes.

As a Lead Application Support Specialist, you will focus on Product Technical support (Level-2) knowledge management, knowledge sharing and customer communication. You will work collaboratively with Customer Success, Product, and the Cloud Ops teams.

A successful candidate will be a member of the IT Customer Support team supporting a suite of SaaS products. This individual will be expected to build and foster effective relationships with Product Teams and Customer Success teams for product knowledge and technical documentation. Solid communication, trouble-shooting skills, understanding of Cloud technologies and relationship management skills will be key to your success in this role.
What You Will Do In Your Role
Be the single point of contact for IT Customer Onsite Support and work with KTC Offshore Lead on any questions or process improvements
Manage Shift schedules for KBX Tech Level-2 team, including any vacations and permissions
Identify any training opportunities for the team
Engage with product teams on their Sprint/Release reviews and provide any customer feedback or process improvement recommendations
Responsible for identifying any tools the support team would need to perform the support effectively as the product matures
Responsible for tracking and improving the Customer Support KPIs defined by the Support Manager.
Increase focus on preventive maintenance by leveraging the Support reports to address repeating issues through knowledge articles or enhancements.
Be the product expert and provide technical and non-technical (functional questions) support via tickets, phone, and chat.
Analyze, track, and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction.
Document problem resolution steps, compile, and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs.
Be available for on-call rotation support for after hours
Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs

The Experience You Will BringRequirements:
5+ year of experience leading technical support teams, interacting with customers during outage or crisis situations.
2+ years of experience in Enterprise IT support roles or similar.
1+ year of experience with any ticketing system such as Service Now, Sales Force, Zira, Zendesk etc.
1+ year of experience with web technologies such as HTML 5, CSS, JSON and JavaScript. No programming experience needed just troubleshooting concepts.
1+ year of experience with SQL and database concepts

What Will Put You Ahead
Experience with Datadog monitoring and reporting
Experience supporting Micro Services architecture
Knowledge of Angular UI framework
Knowledge of any transportation domains
Experience with any transportation products like OTM, Mercurygate
Experience with any programming languages like J2EE, .Net Framework(C#) development etc and understanding of API concepts such as SOAP, REST etc.

Salary and Benefits Commensurate with Experience.
Equal Opportunity Employer.
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify. Please visit the following website for additional information:


Infor does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.   If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources at 470-548-7173 and/or

Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
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