More Than Just Core Values: Our values are fundamental in how we attract, train, and retain top talent.
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.
Real Career Growth Opportunities: We love to promote from within with over 25% of our open roles filled through internal applicants on average.
Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
Insurity Podcasts: Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
Continuous Learning Opportunities: Own your development with your own LinkedIn Learning and Kaplan licenses.
Employee Referral Bonus: Once you come onboard, give Insurity the biggest compliment you can give by referring someone to work here and earn a referral bonus.
Insurity’s Next Support Engineer
Insurity’s next Support Engineer will be a hands-on, customer-focused technical support professional who investigates and helps resolve production issues across assigned Insurity products. This role combines ticket ownership and escalation judgment with product configuration, component knowledge, and technical troubleshooting.
The ideal candidate communicates clearly, documents work accurately and performs effective handoffs to help customers and internal teams reach timely resolutions. This role is expected to work during U.S. Eastern Time (ET) business hours.
What Our Support Engineer Will Do
Triage incoming tickets, identify billable work, determine when escalation is required, and follow issues through resolution.
Provide day-to-day support for low- to medium-complexity customer issues and requests.
Use SQL or similar query tools, application and platform logs, troubleshooting tools, and debugging utilities to investigate reported issues.
Use Kubernetes and GitOps workflows to monitor deployments, review operational behavior, and support issue investigation.
Apply basic product configuration knowledge to investigate issues involving core components, workflows, business rules, and integrations.
Use PHP, C#, PowerBuilder, Angular, TypeScript, etc. knowledge to investigate defects, gather relevant evidence, and communicate findings for further resolution.
Provide first-level technical troubleshooting and assist with functional and technical root-cause analysis.
Execute or coordinate approved data-maintenance scripts and support quality audits with the appropriate teams.
Support customer-facing production issues through clear communication, effective handoffs, and coordination across applicable time zones.
Communicate with Product Management, Software Engineering, other internal teams, and third-party suppliers or partners as needed.
Maintain accurate ticket information and contribute to the knowledge base, documentation, impact assessments, and resolution notes.
Provide self-service tool support and ad hoc training for customers, internal users, and new employees as needed.
Use AI tools, where appropriate, to support troubleshooting, research, and documentation.
Support new customer go-lives by following established readiness processes and completing assigned tasks.
Stay current on industry and job-related trends, best practices, Insurity product changes, and new products offered.
Perform other duties as assigned.
Who We’re Looking For
2 to 4 years of experience in a support, development, or consulting environment.
Bachelor’s degree in a related field or equivalent work experience.
Experience with ticket triage, escalation judgment, and first-level technical troubleshooting.
Basic product configuration knowledge and understanding of application components.
Working knowledge of SQL or similar query tools, logs, debugging utilities, and CRM or case-management systems such as Salesforce and Jira.
Strong written and verbal English communication skills, including the ability to document findings and perform effective handoffs.
Ability to manage multiple priorities, work independently and collaboratively, and learn new concepts quickly.
Detail-oriented approach with strong analytical and problem-solving skills.
Flexible and adaptable approach to customer and team support needs.
Working knowledge of insurance workflows and Insurity products is preferred.
Familiarity with web-based troubleshooting tools, Kubernetes, GitOps, product integrations, XML/JSON, databases, PHP-based defect investigation, or AI-supported troubleshooting is a plus.
Ability to travel approximately 0–10% as needed.
Within the first three months, complete required Insurity Academy courses and product-specific training covering insurance entities, product functions, transaction workflows, and technical processing.
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
