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Award-Winning Onboarding Program: We set you up from the get-go to make a significant impact from Day One and follow you through your entire first year.
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Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
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Insurity’s Next Senior Support Engineer
Insurity’s next Senior Support Engineer will be a hands-on, customer-focused technical support professional who owns and coordinates the investigation and resolution of medium- to high-complexity production issues across assigned Insurity products.
This role combines advanced ticket ownership and escalation judgment with product configuration, component and integration knowledge, technical troubleshooting, and functional and technical root-cause analysis. The ideal candidate communicates clearly, documents work accurately, mentors other support engineers and performs effective handoffs to help customers and internal teams reach timely resolutions.
This role is expected to work during U.S. Eastern Time business hours and support customer-facing production issues across applicable time zones when required
What Our Senior Support Engineer Will Do
Lead triage of incoming tickets, determine priority and ownership, identify billable work, and act as an escalation point for higher-priority or complex support issues.
Own medium- to high-complexity customer issues and requests through investigation, coordination, communication, resolution, and documented closure.
Use SQL or similar query tools, application and platform logs, troubleshooting tools, debugging utilities, and other diagnostic methods to investigate reported issues and validate findings.
Use Kubernetes and GitOps workflows to monitor deployments, review operational behavior, and support investigation of production issues.
Apply advanced product configuration knowledge to troubleshoot core components, workflows, business rules, transaction processing, and integrations.
Use programming logic, such as PHP, C#, PowerBuilder, Angular, TypeScript, etc. knowledge to investigate defects, gather relevant evidence, and communicate findings for further resolution.
Perform functional and technical root-cause analysis for complex incidents and present findings, impact, contributing factors, and recommended actions clearly to customers and internal stakeholders.
Perform technical troubleshooting across connected systems and identify whether an issue is caused by a defect, configuration gap, integration behavior, data condition, or support process.
Execute or coordinate approved data-maintenance scripts, quality audits, and other support-related technical work with the appropriate teams.
Escalate issues through established procedures, provide complete technical context, and maintain follow-up through resolution or transition to the appropriate owner.
Maintain accurate ticket information, workflow systems, customer-facing tools, case records, resolution notes, impact assessments, and knowledge-based content with limited oversight.
Support customer-facing production issues through clear written and verbal communication, coordination across multiple time zones, and effective handoffs that protect business continuity.
Support new customer go-lives by following established readiness processes, completing assigned tasks, and coordinating risks or dependencies with the appropriate teams.
Communicate with Product Management, Software Engineering, Professional Services, other internal teams, and third-party software suppliers or partners as needed.
Provide self-service tool support and ad hoc training for customers, internal users, new employees, and other support team members.
Mentor Support Engineers and provide practical guidance on troubleshooting, ticket ownership, documentation, escalation judgment, and customer communication.
Support continuous-improvement initiatives that reduce low-value support demand, improve service quality, strengthen knowledge transfer, and increase customer self-service.
Contribute to and improve knowledge-base articles, troubleshooting guides, standard procedures, and other documentation used for training and operational consistency.
Use AI tools, where appropriate and consistent with company requirements, to support troubleshooting, research, analysis, and documentation.
Stay current on industry and job-related trends, support best practices, Insurity product changes, and new products offered.
Perform other duties as assigned.
Who We’re Looking For
4 to 7 years of experience in a support, development, or consulting environment, including at least 3 years supporting or developing assigned products.
Bachelor’s degree in a related field or equivalent work experience.
Experience owning complex customer issues, leading escalations, performing functional and technical root-cause analysis, and coordinating work across technical teams.
Experience mentoring or providing technical guidance to less-experienced support engineers.
Advanced analytical and critical-thinking skills, creative problem solving, and strong technical judgment.
Strong written and verbal English communication skills, including the ability to explain technical findings accurately, manage expectations, document work, and perform effective handoffs.
Strong time-management, planning, prioritization, and organizational skills, with the ability to manage multiple priorities and competing customer needs.
Ability to collaborate effectively while also working independently and taking ownership of assigned work.
Flexible and adaptable approach to customer and team support needs.
Strong business and technical acumen, including software development acumen and programming logic.
Advanced technical troubleshooting skills across applications, infrastructure, data, and integrations.
Ability to configure the product and understand component and integration interactions.
Advanced knowledge of Microsoft Office or similar productivity tools, SQL or similar query tools, XML/JSON or similar data formats, databases, version-control systems, case-management or CRM systems, debug utilities, application logs, and troubleshooting tools.
Working knowledge of Salesforce and Jira, Kubernetes, GitOps workflows, web-based troubleshooting tools, and PHP-based defect investigation is preferred.
Working knowledge of insurance workflows, supported business scenarios, customer variations, and Insurity products is preferred.
Within the first three months, complete required Insurity Academy courses and product-specific training covering company learning requirements, insurance and domain concepts, product functions, workflow and process training, transaction workflows, and technical processing.
Ability to travel approximately 0–10% as needed.
Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.
medical insurance; dental insurance; vision insurance; 401(K) match; paid maternity leave; paid paternity leave; disability insurance
