Technical Support Engineer

CompanyInsight Global

LocationUnited Kingdom

Posted At12/2/2025

UK Visa Sponsorship Analytics

Occupation Type

IT user support technicians

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

Insight Global is seeking a Technical Support Engineer to act as the first point of contact for customers of a global AI client. This role involves troubleshooting, diagnosing, and resolving complex problems while ensuring customers remain operational. The engineer will bridge communication between customers and engineering teams, escalate issues when necessary, and collaborate closely with developers to deliver timely solutions. Additionally, the role includes creating and maintaining documentation, runbooks, and tools to help scale support operations, as well as providing professional technical assistance via email, chat, and phone. Maintaining detailed records of support interactions and promoting a high standard of service quality are key aspects of this position.

Proven ability to troubleshoot and resolve complex software and infrastructure issues, including API integrations and system configurations.
Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking.
Familiarity with monitoring and alerting tools (e.g., Grafana, Prometheus, Datadog).
Excellent written and verbal communication skills for customer engagement and documentation.
Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools.
Ability to work independently, prioritize tasks, and manage time effectively.
Previous experience with on-prem installations is a plus.