Product Support Engineer

Cytora

77d • $90,000 - $110,000

About The Position

As a Product Support Engineer, you will be the first point of contact for enterprise customers, addressing their technical questions and resolving issues that arise in production environments. You will play a key role in ensuring our customers achieve success with the Cytora Platform by providing timely support, clear guidance, and expert troubleshooting. Your ability to understand the technical architecture and workflows of our platform will be critical in identifying root causes and delivering effective solutions.

Requirements

• Experience in a client-facing elevated technical support or analyst role.
• Practical experience in working with REST API.
• Strong knowledge of Python.
• Experience in troubleshooting production environments and testing new features.
• Proven ability to diagnose and resolve technical issues.
• Experience navigating monitoring tools like Datadog.
• Extensive experience working with Postman.
• Familiarity with Github.
• Excellent communication and interpersonal skills to manage customer communication.

Nice To Haves

• Experience building BAU and production support function.
• Engineering or QA background.
• Experience working with SaaS B2B enterprise customers.
• Knowledge of the insurance or InsurTech industry.
• Familiarity with underwriting workflows and schemas.
• Exposure to AI or Generative AI technologies.
• Experience in configuring and testing SaaS or AI-based products.

Responsibilities

• Serve as the primary contact for technical support requests from enterprise customers.
• Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems.
• Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context.
• Respond to customer questions about platform functionality, integrations, and configuration.
• Maintain detailed records of all customer interactions and resolutions in the support system.
• Collaborate with internal teams to ensure customer feedback informs product enhancements.
• Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources.
• Conduct post-mortems to identify root causes and recommend preventive measures.
• Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively.
• Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.

Benefits

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

What This Job Offers

• Number of Employees: 51-100 employees