Technical Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $66k - $88k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Sureify

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💳 Fintech

🛡️ Insurance

☁️ SaaS

Fintech • Insurance • SaaS

Sureify is a technology company specializing in digital solutions for the life insurance and annuity industry. Their modular product suite, known as Lifetime, provides configurable applications for policy acquisition, servicing, and engagement, enhancing the interaction between carriers, agents, and clients. By leveraging a comprehensive data and workflow platform, Sureify empowers users with innovative experiences throughout the policy lifecycle, aiming to improve efficiency and customer satisfaction.

📋 Description

• Participate in multi-vendor triage calls with clients and third-party vendors • Analyze reported issues to determine whether they involve Sureify systems or external partners and direct the resolution path • Investigate issues by querying data, reviewing logs, and adding technical context to tickets • Translate client discussions into clear, actionable internal tickets for Project/Development and Production/Support teams • Facilitate hand-offs with India-based engineering teams, including occasional early-morning syncs • Design and structure Professional Services Confluence sites • Organize site structures, maintain page content, and keep internal documentation accurate and navigable • Own customer satisfaction surveys and feedback loops • Analyze survey response data and present actionable service-improvement insights to leadership • Lead customer operations projects such as support portals by gathering requirements, defining scope, and delivering solutions to internal teams

🎯 Requirements

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role • Working understanding of web applications and APIs • Ability to perform basic troubleshooting, including reading logs, inspecting API responses, and recognizing common error patterns • Hands-on exposure to SQL • Familiarity with JQL (Jira) and NRQL (New Relic) is a plus • Regular, proficient use of AI tools in day-to-day work • Bachelor's degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience • Must be based in US Eastern or Central Time • Availability to overlap with Pacific Time client meetings • Availability for occasional early-morning calls, roughly 7–8 AM ET, to coordinate with the India team • Ability to accommodate occasional shift adjustments for critical production needs • Proactive, organized, analytical mindset • Clear, concise written and verbal communication skills

🏖️ Benefits

• Salary of $66,000–$88,000 USD annually • Remote work arrangement • Flexible shift adjustments to cover critical production needs • Equal opportunity employment