Cytora, now part of Applied Systems, aims to transform commercial insurance by enabling insurers to digitize risks, unlock external data value, and automate risk intake. The Product Support Engineer will ensure customers achieve success with the Cytora Platform by providing timely support, clear guidance, and expert troubleshooting for production environments.
Requirements
- 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.
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.
- Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources.
- Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.
Other
- Experience in a client-facing elevated technical support or analyst role.
- Excellent communication and interpersonal skills to manage customer communication.
- Experience building BAU and production support function.
- Engineering or QA background.
- Experience working with SaaS B2B enterprise customers.
