Remote Associate Technical Services Engineer

We are seeking an Associate Technical Services Engineer who will provide frontline product and technical support to customers, troubleshooting issues, identifying solutions, and ensuring timely resolution within SLA guidelines. This role requires strong problem-solving skills, effective communication, and collaboration with cross-functional teams to deliver exceptional customer experiences and drive continuous improvement. The ideal candidate will demonstrate a proactive learning mindset and thrive in a fast-paced environment where priorities can shift rapidly based on customer needs. 

Key Responsibilities: 

Provide first-line product and technical support by diagnosing customer issues, researching solutions, and resolving tickets within established SLA guidelines 
Troubleshoot technical problems through systematic analysis and collaborate cross-functionally to identify root causes and implement effective solutions 
 
Triage and prioritize customer issues, delivering timely workarounds and guiding users on best practices and preventive measures 
 
Escalate complex issues appropriately while maintaining clear communication with customers throughout the resolution process 
 
Contribute to knowledge base documentation and develop reusable scripts to improve team efficiency and customer self-service capabilities 
 
Maintain flexible availability to support customer needs across time zones, including occasional early morning or evening shifts (India time) for US team collaboration

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 IT, Computer Science, Engineering, or a related field. 
- 0-2 years of experience in analysis, maintenance, support, implementation, and testing of software systems using Java, J2EE, and internet technologies. 
- exposure to SQL, Java, and webservices (SOAP/REST)
- UNIX command-line basics 
- Ability to document standard operating procedures and manage ticket lifecycles using tools like Salesforce and Jira. 
- Experience engaging with customers and managing competing priorities effectively.

- 1+ years of experience as a Business Analyst is a plus. 
- Preferably, experience in the health insurance industry, particularly with healthcare payors.

Benefit packages for this role will start on the 1st 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.