About the Role
This role involves troubleshooting and resolving complex technical issues reported by customers using enterprise software platforms. The engineer works closely with support, development, and product teams to analyze problems, provide accurate solutions, and contribute to long-term product improvements.
Responsibilities
- Diagnose and resolve technical problems reported by customers
- Analyze system logs and error messages to identify root causes
- Reproduce reported issues in test environments
- Collaborate with engineering teams to escalate complex bugs
- Document solutions and update knowledge base articles
- Provide timely updates to customers during issue resolution
- Work within defined service level agreements for response times
- Assist in validating software patches and fixes
- Communicate technical details clearly to non-technical users
- Participate in on-call rotation for critical issues
- Support integration troubleshooting between systems
- Evaluate customer configurations for compliance with best practices
- Escalate product defects with detailed technical reports
- Maintain accurate case records in support systems
- Assist in onboarding new support team members
- Contribute to automation of diagnostic processes
- Follow structured problem-solving methodologies
- Track recurring issues and suggest process improvements
- Assist in testing minor updates and hotfixes
- Coordinate with quality assurance teams on bug verification
- Provide feedback to product teams based on customer trends
- Use remote access tools securely to investigate issues
- Maintain confidentiality of customer data
- Stay current with software release notes and updates
- Support cross-team initiatives to improve support efficiency
Nice to Have
- Experience supporting cloud-based applications
- Knowledge of insurance domain software
- Certifications in Java or related technologies
- Experience with large-scale distributed systems
- Familiarity with containerization technologies
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model available
Team
Part of a global technical support team
About the Team
The support team works directly with enterprise clients to resolve technical challenges and improve product reliability. Engineers collaborate across time zones and departments to deliver consistent, high-quality service.
Work Environment
Engineers operate in a dynamic setting with access to development tools, test environments, and direct lines to product specialists. The culture emphasizes collaboration, continuous learning, and customer success.
Limited sponsorship may be available
