• Production Support Engineer

    Insight Global (Irvine, CA)


    Job Description

    An employer in the insurance industry is looking for a Production Support Engineer to join the Software Development Team. This person will serve as the first line of support for end users, ensuring the seamless operation of critical applications. This person will work directly with users to resolve access and usage issues, escalate technical concerns when necessary, and communicate effectively with both technical and non-technical stakeholders. In this entry-level role, the Production Support Engineer will gain exposure to Agile development practices, collaborate with experienced team members, and develop technical and problem-solving skills. Responsibilities will include providing basic ticket resolution for application and user access issues and escalating complex problems to senior team members. The PSE will communicate clearly with end users to understand and resolve issues, follow established team processes and procedures, document solutions to contribute to the knowledge base, and actively participate in Agile ceremonies such as daily stand-ups and sprint reviews. This person is expected to work collaboratively within the team, leveraging documentation and guidance from experienced colleagues to continuously improve and support business continuity.

     

    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 [email protected] 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

     

    Minimum of 1 year of experience in a helpdesk or technical support role.

     

    Experience working within an Agile environment

     

    Experience with ServiceNow as a ticketing platform

     

    Proven ability to troubleshoot and resolve user access issues (including Okta) and application

     

    problems.

     

    Understanding of basic troubleshooting methodologies and ability to use knowledge base

     

    resources.

     

    Strong communication skills for explaining technical information to non-technical users.

     

    Ability to work effectively in a team environment.

     

    Growth mindset and willingness to learn. Experience with monitoring tools (such as Datadog) is a plus.