Role Description As a Technical Customer Support Specialist , you'll serve as the technical bridge between customers and engineering, resolving complex platform issues across APIs, integrations, and telephony systems. You'll troubleshoot production challenges, communicate technical findings clearly, and help customers successfully deploy AI-powered voice solutions. This role is ideal for someone who enjoys solving challenging technical problems while working directly with customers in a fast-moving startup environment. What You'll Do - Troubleshoot complex issues across APIs, integrations, and the AI voice platform - Investigate and resolve telephony-related issues involving SIP, Twilio, VoIP, AI integrations, and related technologies - Translate technical findings into clear, customer-friendly explanations - Collaborate closely with Engineering and Product teams to resolve production issues - Prioritize and manage multiple support cases in a fast-paced environment - Document solutions and contribute to the internal knowledge base - Deliver an exceptional customer support experience while maintaining high customer satisfaction Qualifications - 2–3 years of experience in Technical Customer Support within SaaS or high-growth technology companies - Strong technical troubleshooting and analytical problem-solving skills - Experience supporting APIs, integrations, and cloud-based platforms - Experience troubleshooting telephony technologies such as SIP, Twilio, VoIP, or AI voice integrations - Ability to learn quickly and work independently with minimal guidance - Excellent written and verbal communication skills - Passion for AI, voice technologies, and emerging software platforms - Fluent Mandarin is a strong advantage Benefits - Competitive contractor compensation ($40,000–$85,000 USD) - Fully remote work environment across Beijing, Seoul, Tokyo - Opportunity to work with cutting-edge AI voice technology - Fast-paced, collaborative startup culture - High ownership and direct impact on customer success - Exposure to modern AI, cloud, and telephony technologies Company Description Our client is building an AI-powered voice platform that enables businesses to deliver intelligent, real-time voice experiences at scale. Operating at the intersection of artificial intelligence, telephony, and cloud infrastructure, the company is growing rapidly and looking for technical problem-solvers who thrive in fast-paced startup environments.

Role Description As a Sr Manager, Services Enterprise Architecture, you will lead delivery, development and implementation of technology solutions for clients. Functions include: - Resource management - Service operations management and/or scope management of the project or client engagement - Quality and performance metrics of the engagement and/or team - Resource management of both technical and non-technical resources associated with the engagement or team - Risk, communication plans, change management, financial performance and overall client satisfaction Along the way, you will get to: - Lead the development and enhancement of processes associated with Services SOWs, proposals and RFP responses, including collaboration with Sales leadership, Service Operations and leadership, Legal, IT and Finance. - Communicate new and enhanced processes to affected employees within Insight, including the development and execution of training sessions as required. - Provide leadership, assistance and advice to a team of personnel. This opportunity is not just about what you do today but also about where you can go tomorrow. 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. Qualifications - Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience. - 8-10 years’ experience managing technology projects including desktop refresh, new technology deployment and program management experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructure. - Five years’ experience with field service management and service financial management. - Experience in Project Management is desired. Benefits - Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. - Core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities. Company Description 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. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process. At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you! Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

• Support internal audits, client audits, and regulatory inspections, ensuring documentation and evidence are inspection-ready. • Track audit observations, CAPAs, and remediation activities through completion. • Support computerized system compliance activities, including validation documentation reviews, change controls, and periodic reviews. • Manage the qualification and ongoing assessment of IT vendors and technology service providers. • Conduct risk-based assessments of vendors, cloud solutions, and emerging technologies. • Author, maintain, and improve IT SOPs, standards, and compliance documentation. • Participate in privacy impact assessments and AI governance reviews. • Monitor regulatory trends and industry best practices related to GxP, privacy, cybersecurity, and IT compliance. • Develop compliance metrics and contribute to continuous improvement initiatives across the IT organization.

• Facilitate the IT demand management process by capturing, evaluating, and prioritizing incoming requests from business units. • Establish and enforce intake standards to ensure demands are accurately classified. • Develop, maintain, and communicate dashboards and reporting for demand intake. • Partner with stakeholders to organize business cases and determine request paths. • Ensure business cases are complete and decision-ready by coordinating required inputs. • Facilitate assessment of regulatory, security, technical, and operational risks associated with new demands. • Monitor the demand intake lifecycle to ensure requests progress efficiently.