Diagnose and resolve complex technical issues related to our enterprise software suite.
Participate in on-call rotation.
Lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime for carriers and agents.
Document common technical hurdles and create troubleshooting playbooks specifically for the "black box" elements of AI tools.
Act as the technical "voice of the customer" providing feedback to the Product and engineering teams on recurring bugs or integration friction points.
Handle, research, and resolve software-related requests for assistance.
Troubleshoot software and identify root causes of software problems.
Analyze software-related errors, alerts, issues, and propose solutions.
Configure application workflows, monitors, alerts, reports, and SQL queries.
Administer and configure enterprise applications.
Test solutions using manual and automated testing tools before implementation.
Document software support activities thoroughly, accurately, and in a timely manner.
Review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement.
Independently complete small to medium projects.
Stay updated on company policies and procedures.
Seek and adopt best practices to improve individual and team performance.
Demonstrate integrity and leadership.

3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog or comparable
3+ years of experience supporting cloud-based applications, SQL, and JavaScript
Bachelor’s Degree in a technical field or higher
Demonstrated experience with relational databases
ITIL Foundations Certification
Strong analytical, problem-solving, and decision-making skills
Excellent multi-tasking, organizational, and prioritization skills
Outstanding verbal and written communication skills
Ability to perform large work volumes with high degrees of accuracy and attention to detail
Experience working in a remote environment
Ability to translate complex technical workflows into plain language for non-technical insurance stakeholders.

Software Support Engineer

Key skills