Site Reliability Engineer

Palomar•Edina, MN

About The Position

Palomar is seeking a Site Reliability Engineer to provide in‑house support for our cloud business applications, producer portal, and policy issuance system as part of Palomar Specialty’s Technical Operations Group. This role requires a highly responsive, productive, customer‑service‑driven professional. This position is responsible for providing technical assistance and training to the business. The SRE works collaboratively with IT and business units to troubleshoot and resolve issues, and to execute and validate test cases based on system requirements.

Requirements

2+ years of technical support or other customer facing technical role.
Strong troubleshooting skills and analytical thinking.
Demonstrated ability to manage a high volume of work with strong attention to detail and accuracy.
Strong customer service background with excellent interpersonal and communication skills.
Ability to quickly learn new software systems, policies, and hosting platforms.
BS degree in Computer Science, Information Systems, Engineering, or 3+ years of equivalent relevant experience.
Experience supporting large web-based applications, including troubleshooting end user interfaces across multiple browsers and devices.
Working knowledge of Azure or AWS cloud platforms.
Experience with ticketing systems such as Jira, Service Desk, or similar tools.
Build strong relationships through transparency, trust, and respect for each other.
Work in an agile environment, with a resilient mindset to find creative solutions to challenges.
Collaborate and celebrate diverse perspectives, promoting inclusivity and equality.
Do the right thing with strong conviction and integrity.
Be bold and innovative to help make an impact.
Demonstrable track record of working autonomously and driving progress
Be intellectually curious, think creatively, and pragmatic

Nice To Haves

Experience in the finance or insurance industry is a plus.
Knowledge of Pega or other BPM platforms is a plus.

Responsibilities

Provide support resolution via ticketing system, email, phone and other electronic medium.
Provide level 1 and 2 support and troubleshooting for all assigned software applications
Take ownership of customer requests by meeting or exceeding all service level agreements, prioritizing as needed and escalating appropriately in a timely fashion.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Analyze and troubleshoot complex software issues
Isolate, replicate, and report production defects to the development teams
Working with Business areas, Development Teams, and business analysts.
Initiative readily; Undertakes self-development increased ownership of tasks at hand; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention
Provide training to clients in the use of assigned software applications
Maintain an internal solution knowledge base and documentation.
Creative solving of technical problems
Ability to focus on deadlines and deliverables