Product Support Analyst

Insurity

71d•$60,000 - $103,000•Remote

About The Position

We’re looking for a technical problem-solver who thrives on diagnosing complex issues and delivering effective solutions for our clients. This role is ideal for someone who enjoys working independently while collaborating with cross-functional teams, ensuring timely resolution of technical challenges, and contributing to continuous improvement initiatives. You’ll play a key role in supporting our cloud-native insurance software, helping clients succeed in the Property & Casualty Insurance space.

Requirements

2 to 4 years in a support, development, or consultancy environment
Bachelor’s degree in a related field (equivalent work experience may be considered)
SQL proficiency
Web-based troubleshooting tools
Strong analytical and critical thinking
Active listening and empathy
Time management and prioritization
Ability to learn insurance workflows and SaaS products quickly
Flexible to work outside normal business hours, weekends, and holidays
Proficient in Microsoft Word, Excel, and PowerPoint

Responsibilities

Execute the triaging of all incoming tickets including properly identifying billable work
Provide day-to-day support and troubleshoot low to medium complexity customer issues/requests
Update workflow management system and customer-facing tools with the most current ticket information.
Execute and coordinate known data maintenance scripts with the appropriate teams
Escalate issues to appropriate resources per established procedures and ensure follow up to resolution
Contribute to the knowledge base for training and knowledge transfer purposes
Assist with functional root-cause analysis of incidents
Contribute continuous improvement ideas to reduce customer dependency on support for low added-value incidents, improve quality, and improve level of service
Provide tool self-service support for customers
Be available to assist in ad-hoc training for customers, internal users, new employees, etc., if needed
Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.
Stay abreast of current products offered.
Work effectively with other departments when submitting customer feedback on tickets
To meet the needs of our customers, working outside of normal business hours, weekends and holidays is required. Ability to cover multiple shifts including Asia Pacific, EU, US East, and West Coast time’s zones.
Externally communicate with Third Part Software Suppliers and Partners
Consistently strives to exceed goals.
Other duties as assigned.

Benefits

Work Where You Thrive
Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
Take Time When You Need It
We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
Benefits That Start on Day One
Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
Living Our Values Every Day
Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.
Award-Winning Onboarding
From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
Grow Your Career from Within
We believe in promoting from within. In fact, over 20% of our open roles are filled by internal candidates.
Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
Stay Connected with Coffee for Two
Our unique internal networking program helps you build meaningful connections across teams and departments—one virtual coffee chat at a time.
Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
Invest in Your Future—And Your Family’s
Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
Earn When You Refer
Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.