Technical Support Escalation Engineer

Requisition Number: 98470 

Technical Support Escalation Engineer

Location: This is a hybrid opportunity where you will work once a week in the office. Our office location is at 10th and 11th Floor Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605

Now is the time to bring your expertise to Technical Support Escalation Engineer role for a Fortune 500 Solutions Integrator where success and fulfillment go hand in hand. You will be at the forefront of helping businesses transform their cloud, data, AI, cybersecurity, and analytics to ensure they are future-ready.

As a Technical Support Escalation Engineer with Insight, you will be responsible for ensuring our clients have an excellent experience with our break/fix technical support service. Clients must receive timely, effective, and professional support according to Service Level Agreements and best practices. You will work closely with the Cloud Success organization with the end goal of transforming our InsightCloud®Care technical support into a service that is rated highly by our clients.

What to Expect

We’re legendary for taking care of our teammates. We want you to enjoy a full, meaningful life and stick around Insight for the long haul.

We offer all the benefits you expect—health, dental, vision, PTO—plus:

• Health Insurance Available on Day 1 of employment (HMO) with 2 free dependents
• Hybrid set up (once a week work onsite)
• Group Life Insurance
• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

As a Technical Support Escalation Engineer, you will get to:

• Work with the technical support team members and management to identify knowledge gaps and implement training programs to close those gaps.
• Work with the Cloud Success Team to assist with processes and reporting to improve the offering and interactions between teams.
• Serve as the escalation point of contact for key clients and for tickets that are not moving forwards as they should
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. As a Technical Support Escalation Engineer you are positioned for swift advancement within our organization through a structured career path. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

We are looking Technical Support Escalation Engineer for a with:

• A bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience
• At least 3 years of experience in technical support, customer service, or service delivery in a cloud environment
• Strong knowledge of cloud technologies, such as Microsoft Azure and Microsoft 365
• Excellent communication, problem-solving, and analytical skills

Insight at a Glance

• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20 on Fortune’s World's Best Workplaces™ list
• 14,000+ engaged teammates
• Recognized as a Great Place to Work in the year 2022 and 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.