Senior Support Engineer

Overview

Senior Support Engineer who owns and coordinates the investigation and resolution of medium- to high-complexity production issues across assigned Insurity products, and mentors other support engineers.

What you'll 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.

What you'll need

• 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.
• 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.

Nice to have

• Working knowledge of Salesforce and Jira, Kubernetes, GitOps workflows, web-based troubleshooting tools, and PHP-based defect investigation.
• Working knowledge of insurance workflows, supported business scenarios, customer variations, and Insurity products.

Details

• Hybrid work environment.
• Expected to work during U.S. Eastern Time business hours and support customer-facing production issues across applicable time zones when required.
• Ability to travel approximately 0–10% as needed.