SRE / Devops Platform Support Engineer

Technical Support Specialist

Serve as the initial point of contact for users experiencing technical issues related to applications, DevSecOps tools, platforms, applications and processes. Receive, document, and triage user support interactions, requests and incidents through designated intake systems. Perform initial troubleshooting including permissions verification, connectivity checks on relevant networks within cloud-hosted and on-prem environments, and guide users through standard fixes and known issues. Fulfill service requests such as access provisioning and configuration changes following established Standard Operating Procedures (SOPs). Manage support tickets by opening, updating, categorizing, prioritizing, and closing them in the ticketing system ensuring accurate documentation of resolutions. Communicate effectively with internal and external users providing updates, expected resolution timelines, and next steps. Escalate unresolved or complex issues to platform software development teams providing detailed documentation and history of troubleshooting efforts. Develop and maintain knowledge base articles based on recurring user requests and feedback, ensuring version control and alignment with current production environments. Provide guidance and training to users on best practices using the platform. 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. The EEOC "Know Your Rights" Poster is available here. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy.