Technical Support Engineer providing escalated technical support for AI platform in insurance claims. Collaborating with cross - functional teams to resolve complex issues and maintain platform configurations.
About the role
- Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
Responsibilities
- User provisioning: Generate credentials and manage access for new users as part of daily onboarding workflows.
- Technical troubleshooting: Diagnose and resolve basic issues across the company’s application and end-user devices, primarily remotely.
- Database investigation & remediation: Investigate and correct data issues in MariaDB, including querying tables and updating records to resolve discrepancies.
- Reporting & automation: Build and maintain Excel reports using PowerQuery and PowerPivot to streamline and automate recurring activities.
- Ticket triage & resolution: Manage incoming support requests via JIRA — prioritise, investigate, and close tickets in a timely manner.
- Asset management: Track, maintain, and audit company hardware assets. Handle device provisioning, collection, and inventory during periodic office visits.
Requirements
- Basic SQL skills — comfortable writing SELECT and UPDATE queries
- Familiarity with MariaDB or MySQL
- Proficiency in Microsoft Excel, including PowerQuery and PowerPivot
- Experience with a ticketing system (JIRA or similar)
- Ability to travel to the office periodically for hardware tasks
- Strong attention to detail and a methodical troubleshooting approach
- Clear written communication — essential for async remote work
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