COPY - Sr Technical Support Specialist

Insight Global; Portland (OR); On-site; USD 54,000 - 66,000; Full time

Job summary

Insight Global in Portland, Oregon is seeking a Senior Technical Support Specialist to lead the resolution of complex technical issues while serving as the primary escalation point for Tier 1 and Tier 2 support. This onsite role requires strong partnership with Product, Engineering, and Operations, emphasizing deep technical expertise and collaboration.

With a base salary of $60k/yr, the successful candidate will improve support workflows and contribute to high-quality service for both B2C and B2B environments.

Qualifications

• Minimum of 5 years of experience in technical support or similar role.
• Proven ability to manage complex escalations in technology-driven environments.
• Excellent written and verbal communication skills for non-technical audiences.

Responsibilities

• Lead resolution of complex technical and product-related issues.
• Collaborate with Product, Engineering, and Operations teams.
• Conduct root-cause analysis and drive issues to resolution.

Skills

Technical support

Analytical thinking

Troubleshooting expertise

Communication skills

Experience with support platforms

Tools

Zendesk

Jira

Job description

Job Description

The Senior Technical Support Specialist leads resolution of complex, high-impact technical and product-related issues while serving as the primary escalation point for Tier 1 and Tier 2 support. This role partners closely with Product, Engineering, and Operations to diagnose hardware and software issues, conduct root-cause analysis, and drive issues to resolution with strong ownership. The position strengthens overall support effectiveness through coaching, knowledge sharing, documentation, and continuous process improvement. Responsibilities include identifying recurring issue patterns, improving workflows and escalation paths, and contributing to consistent, high-quality support across B2C and B2B customers. Success requires deep technical expertise, sound judgment, cross-functional collaboration, and the ability to perform in a fast-paced, service-critical environment while consistently meeting defined performance metrics. This role is fully onsite in the PDX area and offering a base salary of $60k/yr.

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 [e-mail] 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

• Minimum of 5 years of experience in technical support, product support, application support, or a comparable role
• Proven ability to manage complex escalations in product‑or technology‑driven environments
• Demonstrated experience diagnosing and resolving advanced hardware and software issues, including connected devices, system dependencies, and end‑to‑end product workflows
• Strong analytical thinking, troubleshooting expertise, and root‑cause problem‑solving capabilities
• Ability to navigate ambiguity, effectively prioritize work, and maintain ownership of complex issues through full resolution
• Experience collaborating cross‑functionally with Product, Engineering, Operations, or related teams
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non‑technical audiences
• High level of organization, attention to detail, and personal accountability
• Hands‑on experience with support platforms and ticketing systems such as Zendesk, Jira, or similar tools
• Experience supporting both B2C and B2B customer environments
• Prior experience in a senior escalation, lead support, or Tier 3‑focused support role