Team Lead Software Support

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Full Time Customer Service Kennesaw, GA, US

WHO WE ARE

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group across over 60 locations worldwide, shaping the future-oriented intralogistics industry, are dedicated to making complexity simple.

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

The Team Lead Software Support is responsible for overseeing the daily operations of the 2 nd 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.

• 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.

• 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…