Senior Technical Support Engineer

Who we are

At the company, we’re a dynamic, forward-thinking company on a mission to empower Property & Casualty (P&C) insurers to grow their business and achieve operational efficiencies with modern cloud-native technology.

Our software platform is mission-critical, enabling carrier customers to manage policies, billing, and claims with an all-in-one core insurance solution that delivers real-time analytics and digital portals for agents and policyholders. While others rely on outdated solutions, we’re leading the shift towards modern cloud technology. With a commitment to continuous innovation, the company delivers new capabilities and enhancements with a flexible and scalable core insurance platform designed to meet the evolving needs of insurers.

We believe in creating an inclusive and collaborative work environment where team members are encouraged to share ideas, challenge the status quo, and grow both personally and professionally. Our distributed team is united by a shared passion for transforming the insurance industry and delivering exceptional service.

Join us at the company and be part of a company that’s shaping the future of insurance technology. You’ll have the opportunity to work with talented individuals and make an impact. Your contributions will make a difference. If you’re ready to create something different, let’s build the future of insurance software together.

Summary

We are looking for a Senior Technical Support Engineer to join our technical services team. As a key member of the team, you will be responsible for helping the company’s customers solve complex challenges to ensure their success with our Policy Administration System (PAS). You will play an impactful role in troubleshooting complex issues, delivering timely resolutions, and maintaining high levels of customer satisfaction.

This position is ideal for someone who enjoys working directly with customers, excels at problem solving on the fly, and is passionate about server upkeep and relational data analysis. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.

This is a fully remote based role, however candidates must be located in Argentina. This is a long-term Independent Contractor position.

Note: Please submit your resume in English.

What you'll do

• Forge strong relationships with our customers, leveraging phone, email and video to quickly resolve challenging issues and offer hands-on guidance on the company's features and setup

• Provide personalized support to our customers, answering their complex questions about the company's capabilities in order to ensure our customers are optimizing our platform

• Dive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution

• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities

• Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes

• Test API endpoints

• Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets

• Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance

What you'll bring

• Full Degree in Computer Science or related field

• 4+ years of experience working through complex ticketing

• 2+ years serving as a central technical services contact for enterprise clients

• Advanced MySQL abilities with expertise in query execution and data analysis

• Intermediate Python coding skills, with a high proficiency at reading Python code

• Experience communicating with customers via phone, email and video chat

• Skilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasks

• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure

• Proficiency in Bash shell scripting

• Excellent verbal and written communication skills

Bonus points

• Experience working at a scaling startup

• Experience working with Zendesk

• Hands-on experience working with Python web development, Django and/or Web.py

Life at the company

We take pride in our dynamic, diverse team, unified by shared values of community, integrity, grit and impact. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, color, national origin, religion, age, gender identity, sexual orientation, veteran, disability or any other legally protected rights that one has.

Click here to learn more about our platform.