Product Support Engineer

🕒 June 18

🏄 California, Washington – Remote

🏄 California – Remote ☕ Washington – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Cytora

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Series B on 2019-04

Consulting • Logistics • Artificial Intelligence

Cytora is a configurable platform that empowers commercial insurers by digitizing their workflows, allowing them to assess and manage risks more efficiently. Utilizing machine learning and artificial intelligence, Cytora enhances incoming risk assessments with additional data, evaluates each risk against specific underwriting criteria, and facilitates the routing of these risks to different systems for either automated or manual underwriting. The company is recognized in the insurtech space with numerous awards and accolades for its innovative technology in commercial insurance.

📋 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. • Ability to work with JSON schemas. • Experience in troubleshooting production environments and testing new features. • Proven ability to diagnose and resolve technical issues. • Experience working with Postman/Datadog. • Familiarity with Git. • Excellent communication and interpersonal skills to manage customer communication.

🏖️ Benefits

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