Enterprise Technical Support Engineer

Nearmap is seeking an Enterprise Technical Support Engineer with strong expertise in the Insurance industry. This role is critical in providing exceptional technical support to enterprise and insurance clients, acting as a liaison and ensuring a high-quality support experience.

Responsibilities:

• Manage support cases raised by enterprise and insurance customers, with a strong focus on their unique needs and workflows
• Act as the primary technical point of contact for our Insurance Vertical, ensuring excellent support delivery
• Create and curate reports, utilizing the Betterview platform when necessary
• Support and monitor the Impact Response Dashboard, especially for insurance-driven use cases
• Assist with escalated cases, triaging and resolving complex technical challenges
• Develop video, written, and blog content that improves onboarding and product adoption, especially for insurance clients
• Review and improve documentation, with a lens on insurance-specific use cases
• Lead premium support engagements with enterprise and insurance customers
• Offer technical mentorship and direction to other support team members
• Ensure SLA compliance across all assigned cases
• Meet individual KPIs
• Assist with onboarding and training of new Technical Support Engineers
• Contribute to cross-functional collaboration to improve proactive support offerings
• Escalate complex bugs in custom code and integrations, particularly for insurance workflows
• Continue developing technical skills and sharing knowledge with the wider team

Requirements:

• 5 Years experience in a Technical Support role for business-critical technical product
• 2+ years working with or supporting Insurance customers or within the insurance industry
• Experience with GIS/CAD platforms like Esri Suite, AutoDesk
• Exposure to 3D imagery tools (ArcGIS Pro, Cesium, Unity, Unreal Engine)
• Strong API troubleshooting and custom integration experience
• Bachelor's degree in a field related to GIS, Data Science, Computer Science, Engineering
• Familiarity with remote sensing, photogrammetry, and aerial imagery applications
• Programming skills in Python, JavaScript, or related technologies