Support Engineer

Overview

Hands-on, customer-focused technical support role investigating and helping resolve production issues across assigned Insurity products, combining ticket ownership and escalation judgment with product configuration and technical troubleshooting.

What you'll 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.

What you'll need

• 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.
• 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.

Nice to have

• Working knowledge of insurance workflows and Insurity products.
• Familiarity with web-based troubleshooting tools, Kubernetes, GitOps, product integrations, XML/JSON, databases, PHP-based defect investigation, or AI-supported troubleshooting.

Details

• Location: Noida, India.
• Hybrid work environment.
• Expected to work during U.S. Eastern Time (ET) business hours.
• Travel approximately 0–10% as needed.