About the Role
The role involves diagnosing and resolving technical problems in a customer-facing environment, supporting software platforms, and collaborating with engineering teams to deliver timely solutions.
Responsibilities
- Diagnose and resolve technical issues reported by clients using the software platform
- Respond to support requests within defined service level agreements
- Reproduce and analyze reported bugs to identify root causes
- Collaborate with development teams to escalate and resolve critical defects
- Provide technical expertise during customer implementation and integration phases
- Document troubleshooting steps and known solutions in internal knowledge systems
- Assist with testing patches and updates before deployment to production
- Communicate technical details clearly to both technical and non-technical stakeholders
- Monitor support ticket queues and prioritize based on impact and urgency
- Work across time zones to support global client operations
- Support data integrations between systems and validate data consistency
- Assist in debugging application errors in staging and production environments
- Guide customers through configuration changes and system upgrades
- Maintain familiarity with evolving software features and updates
- Produce technical reports summarizing issue trends and resolution outcomes
- Participate in on-call rotations for critical production incidents
- Contribute to improving support processes and tools
- Assist training teams with technical content development
- Validate fixes provided by engineering teams before customer release
- Support version migration projects and compatibility testing
- Collaborate with quality assurance to improve test coverage
- Escalate complex technical challenges with detailed diagnostic information
- Ensure compliance with security and data handling policies
- Maintain accurate records of all support interactions
- Support internal teams with technical insights from customer issues
Nice to Have
- Experience supporting insurance or financial services software
- Knowledge of cloud platforms such as AWS or Azure
- Exposure to containerization technologies like Docker
- Familiarity with monitoring tools such as Splunk or Datadog
- Understanding of Agile development methodologies
- Experience with test automation frameworks
- Working knowledge of scripting languages like Python or Bash
- Background in incident management processes
- Certifications in relevant technical domains
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Collaborative technical team focused on customer success and system reliability
About the Team
This team works closely with clients to ensure software systems operate efficiently and meet business requirements through technical guidance and issue resolution.
What We Value
We prioritize clear communication, technical accuracy, and a proactive approach to problem-solving in high-pressure environments.
Limited sponsorship available for qualified candidates
