About the Role
This role involves diagnosing and resolving escalated technical issues, working closely with customers and internal teams to maintain high availability and performance of critical software systems.
Responsibilities
- Diagnose and resolve escalated technical problems reported by customers
- Collaborate with development teams to identify root causes of software defects
- Provide timely updates and status reports during incident resolution
- Document technical issues and solutions in the support knowledge base
- Assist in reproducing customer-reported bugs in test environments
- Escalate critical production issues to engineering teams following protocols
- Work across time zones to support global customer operations
- Analyze system logs and error messages to isolate failures
- Support product upgrades and patch deployments for clients
- Participate in on-call rotations for urgent issue response
- Communicate technical details clearly to non-technical stakeholders
- Contribute to improving support processes and tools
- Monitor system health and proactively identify potential risks
- Assist in validating fixes before release to customers
- Maintain confidentiality of customer data and systems
- Follow defined workflows for case management and tracking
- Coordinate with quality assurance teams on regression testing
- Support integration troubleshooting between systems
- Provide feedback to product teams based on customer trends
- Ensure compliance with service level agreements for response times
- Assist in onboarding new support team members
- Participate in post-mortem reviews after major incidents
- Stay current with evolving product features and architecture
- Use remote access tools securely to diagnose issues
- Support documentation of common troubleshooting procedures
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility based on location and role
Team
Collaborative engineering team focused on customer-facing technical support
Why This Role Matters
This position plays a key role in maintaining customer trust by ensuring rapid resolution of technical disruptions and contributing to long-term product stability.
Growth Opportunities
Engineers in this role can advance to leadership positions, specialize in technical architecture, or transition into development and product management roles.
Technology Environment
Work with modern Java-based platforms, cloud infrastructure, and enterprise-scale applications used by major insurance providers worldwide.
May be available depending on position and location
