SaaS L3 Support Associate

The SaaS L3 Support engineer is the uppermost level of our support team, providing technical expertise and ultimate accountability for resolving the most difficult problems and issues that arise. L3 also owns the follow up and follow through for all escalated issues including Root Cause Analysis, Knowledge Base Documentation and Preventative Testing measures, if applicable. This position's product coverage will include our exciting and award winning DX platform product suite and applications derived from it. This job reports to the Director, SaaS Operations.



* Ensure Serviceability, Supportability and Deployability are part of the Product Management build requirements of DX Products requirements

* Responsible for all JIRA ticket tracking and resolution for assigned Products/Services

* Liaise with Product Management regarding UI/UX, New Feature and Bug Fix requests

* Train L1/L2 Support teams on developed processes and procedures

* Participate in release readiness testing

* Coordinate with Regional Service Centers to dispatch onsite resources as needed for advanced troubleshooting exercises



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 HR@insightglobal.com.

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

* Bachelor's degree in computer science

3+ years of experience in customer-facing support, software services, and/or system administration for a large end-user community

* Experience with troubleshooting network issues and problem solving

* Experience with Microsoft Azure and being able to understand the management and development of its platforms

Understanding of operating systems (e.g. Linux, OS/X, and/or Windows)

* Great communication and the want to grow and learn in the role is important

IoT device and hub experience

Understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc

Experience with Cosmos, MongoDB and other SQL databases

Experience with the following: Azure, AWS, Kubernetes, Docker, Terraform

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.