• Tier 2 Technical Support

    Insight Global (Roswell, GA)


    Job Description

    A customer of Insight Global is searching for a Tier 2 Technical Support Specialist to provide advanced technical support for Customer Service teams and external customers regarding application functionality, data operations, and system performance. This role serves as the primary liaison between Customer Service and internal technical teams, ensuring timely resolution of escalated issues related to applications, integrations, and databases. The position acts as second-level support, working closely with Tier 1 support and escalating complex issues to the Tier 3 Product Support team as needed.

     

    Day to Day

     

    - Resolve complex application and database issues escalated from Tier 1 support

     

    - Troubleshoot integrations including APIs, message queues, and flat files

     

    - Perform data operations such as SQL loads, backups, and restores

     

    - Manage and maintain staging server environments

     

    - Support customer setup and integration configurations

     

    - Test and maintain system tools, applications, and integrations

     

    - Assist with mobile app releases to Apple App Store and Google Play

     

    - Participate in testing and validating new or updated software features

     

    - Generate data extracts and reports for internal and external use

     

    - Ensure accuracy and integrity of imported data

     

    - Act as technical liaison between Customer Service, Product Development, and Infrastructure teams

     

    - Communicate technical information clearly to varied audiences

     

    - Train Tier 1 support staff and end-users on software best practices

     

    Exact compensation may vary based on several factors, including skills, experience, and education.

     

    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.

     

    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

     

    - 1-3 Years of Experience in IT Industry

     

    - Power BI experience in setting up reports and being able to troubleshoot reports

     

    - SQL queries to look in databases to help to troubleshoot issues

     

    - Experience with API's and message queues

     

    - Understand data integration concepts

     

    - Associates degree or certifications in related field - Bachelor's degree in computer science or information systems or related experience

     

    - Customer Service experience