Skill Set

What our Support Engineers know cold

Every engineer you hire from RG INSYS is benchmarked on these areas before they touch your codebase.

Ticketing & Comms

Zendesk, Freshdesk, Intercom
Jira Service Management, ServiceNow
Slack and Teams customer channels
Status pages (Statuspage, Better Stack)

Monitoring

Datadog, New Relic, Grafana, PagerDuty
Log analysis (Loki, OpenSearch, Splunk)
Uptime monitoring (Pingdom, UptimeRobot)
On call rotations and escalation paths

Process

Runbook authoring and maintenance
SLA tracking and reporting
Incident comms templates
Customer success metrics (CSAT, NPS)

Tech Foundation

Linux fundamentals, basic SQL
REST API debugging with Postman / curl
Git basics and reading code
Basic Bash / Python scripting

What They Build

Real work delivered, not hypothetical

24×7 support coverage with timezone aligned shifts
First and second line ticket triage with response SLAs
Runbooks and FAQs that cut repeat tickets 30 to 50%
Monitoring and alerting setups that catch issues before customers
Incident comms (status pages, customer emails) during outages
Knowledge base management and onboarding documentation

Sample Engagements

Recent Support Engineer work at RG INSYS

Ran 24×7 L1/L2 support for a UK SaaS with 1,200+ enterprise customers, hitting 98% SLA every quarter.

Built a runbook library that cut average ticket resolution time 45% for a fintech.

Set up a Datadog + PagerDuty incident response stack with full status page automation.

Engagement Models

Three ways to hire your Support Engineer

Switch models anytime. No long lock ins. 2 week trial available.

Hourly

From $20/hr

For short tasks, code reviews, urgent fixes, or proof of concepts.

Minimum 20 hours/week
Weekly time tracking and reporting
Cancel anytime with 1 week notice

A Support Engineer who codes with AI from day one

Hiring a Support Engineer from RG INSYS is different from a typical staffing engagement. Every engineer on our bench uses Claude Code, Cursor IDE, and GitHub Copilot daily. That is not a sales line, it is a hard requirement on day one of the contract.

For you that means three things. Faster shipping, the AI handles the boilerplate so the engineer focuses on architecture, edge cases, and your domain. Lower cost, you get senior India based engineers at the rate of UK or US juniors. Higher quality, AI generated tests run on every PR before human review, and our internal benchmarks show roughly 2.5× to 3× output uplift on production codebases.

If the engineer is not the right fit in the first 2 weeks you pay nothing for the trial period and we replace them at no cost. NDAs are signed before any disclosure and full IP is assigned to you, the code lives in your repos under your accounts.

FAQ

Common questions about hiring a Support Engineer

How quickly can a Support Engineer start?

Most Support Engineer roles ship a 2 to 3 person shortlist within 48 hours of a signed NDA. The chosen engineer typically starts within 5 to 10 working days, depending on your interview pace.

What level of seniority do you provide?

Our default is mid to senior (4+ years of production experience). We also have principal engineers for architecture work and tech leads available on request, both at higher monthly rates.

Can the Support Engineer work in our timezone?

Yes. Engineers commit to a flexible 8 hour day with at least 4 hours overlap with your team. UK, EU, US East/West, UAE, and Australia are all supported.

Do you replace the engineer if it's not a fit?

Yes. The first 2 weeks are a paid trial. If you decide not to continue, you pay nothing for the trial and we replace the engineer at no cost.

Who owns the IP and the code?

You do. Every engagement includes a full IP assignment clause and an NDA. The code lives in your repos, on your infrastructure, under your accounts. We do not retain copies after handover.

What happens if the engineer is on leave or sick?

Planned leave is communicated 2 weeks in advance and is covered by a backup engineer briefed by the primary. Unplanned sickness is handled the same way. You never pay for time the engineer isn't producing.

Free shortlist within 48 hours

Ready to hire your
Support Engineer?

Tell us the role, stack, and timezone. We'll send a 2 to 3 person shortlist with CVs, GitHub, and rates within 48 hours. Free 2 week trial available.

Hire a Support Engineer →

Typical response within 4 business hours · NDA on request before any disclosure

Hire Support Engineers