Technical Support Engineer

Job Description

ABOUT THE ROLE

You will be the first point of contact for customers experiencing technical issues with our product. You will troubleshoot, diagnose, and resolve technical problems. The problems will range from issues in our SaaS offer to air-gapped on-prem deployments, where you’ll need to rely on the customer to be your eyes and ears. This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information.

YOUR MISSION

You’ll be obsessed with the quality of service the company provides and how customers are always up and running.

RESPONSIBILITIES

You’ll be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer. At the same time, you’ll need to be focused on creating the documentation, runbooks, and tools to help our support team scale efficiently.

Finally, you’ll be pivotal in promoting timely and professional technical support via email, chat, and phone.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy :

Required Skills & Experience

SKILLS & EXPERIENCE

• Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems.
• Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting.
• Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns.
• Maintain detailed records of support interactions in our ticketing system.
• Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking.
• Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog).
• Ability to work independently, prioritize tasks, and manage time effectively.
• Experience with support ticketing systems (, Zendesk, Freshdesk, Jira) and remote troubleshooting tools.
• Previous experience in on-prem installations is a plus.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.