Software Support Engineer

Insurance Office of America•Indianapolis, IN

1d•$60,000 - $101,000•Remote

About The Position

Under the direction of the AVP of IT Applications and Development, the ideal candidate understands the technical architecture of enterprise scale systems and has the curiosity to troubleshoot the unique behaviors of AI-integrated workflows. The Software Support Engineer aids, advises, and provides solutions in support of enterprise application adoption, incident resolution, and problem resolution. The Engineer will research best practices, investigate problems, identify root causes, and collaboratively engineer solutions. The Software Support Engineer works in conjunction with Software Development staff, Technical Support staff, IT vendors, and end users to develop quick, effective solutions.

Requirements

3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog or comparable
3+ years of experience supporting cloud-based applications, SQL, and JavaScript
Bachelor’s Degree in a technical field or higher
Demonstrated experience with relational databases
ITIL Foundations Certification
Strong analytical, problem-solving, and decision-making skills
Excellent multi-tasking, organizational, and prioritization skills
Outstanding verbal and written communication skills
Ability to perform large work volumes with high degrees of accuracy and attention to detail
Experience working in a remote environment
Ability to perform large work volumes with high degrees of accuracy and attention to detail
Ability to translate complex technical workflows into plain language for non-technical insurance stakeholders.

Responsibilities

Tier 2/3 Technical Support: Diagnose and resolve complex technical issues related to our enterprise software suite. Participates in on-call rotation.
Incident Management: Lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime for carriers and agents.
Knowledge Engineering: Document common technical hurdles and create troubleshooting playbooks specifically for the "black box" elements of AI tools (e.g., why a specific claim was flagged for manual review).
Cross-Functional Collaboration: Act as the technical "voice of the customer," providing feedback to the Product and engineering teams on recurring bugs or integration friction points within the ecosystem.
Manage Software Requests: Handle, research, and resolve software-related requests for assistance (incidents, problems).
Perform Triage Functions: Troubleshoot software and identify root causes of software problems.
Analyze Software Errors: Analyze software-related errors, alerts, issues, and propose solutions.
Configure Applications: Configure application workflows, monitors, alerts, reports, and SQL queries.
Administer Applications: Administer and configure enterprise applications.
Test Solutions: Test (verify) solutions using manual and automated testing tools before implementation.
Provide Technical Support: Perform technical support functions related to all IOA software systems.
Document Activities: Document software support activities thoroughly, accurately, and in a timely manner.
Make Quick Decisions: Make decisions quickly, sometimes with limited information.
Review Work Logs: Periodically review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement.
Complete Projects: Independently complete small to medium projects.
Policy Compliance: Stay updated on company policies and procedures.
Continuous Improvement: Seek and adopt best practices to improve individual and team performance.
Champion IOA Values: Demonstrate integrity and leadership.