Product Support Engineer

🕒 January 5

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Cytora

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Series B on 2019-04

Cytora is the configurable platform that enables commercial insurers to create digital workflows by digitising, evaluating and routing risks.

📋 Description

• Serve as the primary contact for technical support requests from enterprise customers. • Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems. • Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context. • Respond to customer questions about platform functionality, integrations, and configuration. • Maintain detailed records of all customer interactions and resolutions in the support system. • Collaborate with internal teams to ensure customer feedback informs product enhancements. • Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources. • Conduct post-mortems to identify root causes and recommend preventive measures. • Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively. • Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.

🎯 Requirements

• Experience in a client-facing elevated technical support or analyst role. • Practical experience in working with REST API. • Strong knowledge of Python. • Experience in troubleshooting production environments and testing new features. • Proven ability to diagnose and resolve technical issues. • Experience navigating monitoring tools like Datadog. • Extensive experience working with Postman. • Familiarity with Github. • Excellent communication and interpersonal skills to manage customer communication. • Experience building BAU and production support function (Desirable). • Engineering or QA background (Desirable). • Experience working with SaaS B2B enterprise customers (Desirable). • Knowledge of the insurance or InsurTech industry (Desirable). • Familiarity with underwriting workflows and schemas (Desirable). • Exposure to AI or Generative AI technologies (Desirable). • Experience in configuring and testing SaaS or AI-based products (Desirable).

🏖️ Benefits

• Competitive salary • Flexible working and remote options • Professional development budget & conference access • Annual company retreats • A mission-driven culture that puts people first