Customer Support Engineer

Snapsheet•Chicago, IL

21h•$75,000 - $95,000•Remote

About The Position

Snapsheet is claims technology the way it should be: purposeful, precise, and designed to deliver outcomes. Where others bolt things on, we engineer them into our core systems and processes across cloud-based claims management, virtual vehicle appraisals, and elite loss and recovery services. Trusted by over 170+ P&C Carriers, MGAs, MGUs, TPAs, and logistics companies, our open architecture is built to fit how our companies work, not the other way around. We're looking for a Support Engineer to join our Client Support Team. In this role, you will provide exceptional support to our clients by helping them use our claims platform effectively and collaborate internally to drive requests to resolution efficiently. You are a problem solver and excellent communicator looking for an opportunity to work in a fast-growing and collaborative environment with full-stack development, account management and operational teams. Additionally, you are naturally curious and always looking for ways to drive efficiency across an organization.

Requirements

2+ years of technical support-related experience
Strong analytical aptitude for problem-solving skills
Excellent written and oral communication skills
Excellent customer service skills
Ability to work independently, manage time, and organize and complete work based on priority
Ability to understand general concepts and collaborate with others to analyze, troubleshoot and solve problems

Nice To Haves

API Troubleshooting experience is a plus
Experience with computer languages is a plus (especially Ruby, Python or PHP)
Experience using Zendesk or Jira is a plus
Passion for customer advocacy
Ability to work as part of a team
Ability to collaborate cross functionally
Focus on continuous improvement

Responsibilities

Be the primary point of contact for our external customers in supporting our claims management platform
Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution
Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently
Contribute to knowledge base articles and other documentation
Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support

Benefits

Remote working environment - your new commute is however long it takes to walk to your desk!
Flexibility - empathy is ingrained in who we are and we are happy to offer a flexible PTO policy, casual dress code, and more!
Development - Mentorship programs, 1-on-1 management, promote when ready culture, quarterly internal promotion opportunities, and goal setting sessions.
Fun - Celebrations just because, yearly in-person and remote events, Snapsheet Swag, Employee Resource Groups, and more!
Choose from 2 robust medical plans through Blue Cross Blue Shield—plus, we contribute to your HSA when you enroll in our high-deductible health plan.
Offer two dental plans and one vision plan to keep you and your family healthy.
Peace of mind with company-paid Short Term Disability, Long Term Disability, and Life Insurance.
Additional protection through voluntary benefits like Accident Insurance, Hospital Indemnity, Critical Illness, and Legal Assistance.
401(k) with a 4% company match—because your future is worth investing in.
Employee Assistance Program (EAP) with 6 sessions per life incident to support your mental well-being.
Flexible PTO and 7.5 company-observed holidays to recharge on your terms.
In-person connection points throughout the year including our annual Summit and Roadshows.
Snapsheet SWAG and surprise mailers to keep the spirit alive.
Endless opportunity to shape your path—career growth, learning, and real impact are all within reach.
Health and wellness campaigns that evolve with you year over year.