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Job Description

A client of Insight Global is seeking a Tier 3 Support Engineer to support the Unified Contact Center Enterprise (CCE). The Tier 3 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues related to Contact Center Enterprise (CCE). This role requires deep technical knowledge and the ability to work closely with customers, partners, and engineering teams.

On a day to day basis you will be supporting the Tier 2 support level as a more technical point of contact. You will be responsible for looking at the issue and understanding what the root cause issue is. From there, you will loop in the proper point of contact for remediation. During this time you will be responsible for communication with the customer.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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/ .

Skills and Requirements

3+ years of experience troubleshooting and problem resolution for escalated technical issues

Experience analyzing and diagnose complex software, hardware, and network problems.

Ability to work with: help center, engineering, and product teams to identify root causes and develop solutions.

Excellent customer service and the ability to support presales and post-sales activities by providing technical guidance and solution design input.

Create and maintain technical documentation, knowledge base articles, and customer communications.

Mentor and assist lower-level support teams to improve overall support effectiveness. null

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].