Product Support Engineer at Cytora.com

We are looking for a Senior Product Support Engineer to join our team at Cytora, which is now part of Applied Systems. Since 1983, Applied Systems has led the insurance technology market by supporting over 18,000 agencies, while Cytora has spent over a decade helping insurers digitize risks and automate intake processes. Together, we are driving digital transformation across the global insurance industry, and you will play a vital role in ensuring our enterprise customers succeed by providing expert technical guidance and platform support.

Responsibilities

• Serve as the primary technical point of contact for our enterprise clients.
• Diagnose, troubleshoot, and resolve complex issues within production environments.
• Triage and escalate technical challenges to our engineering teams with detailed documentation.
• Answer client questions regarding platform integrations, configuration, and general functionality.
• Maintain thorough records of interactions to track resolutions and identify recurring trends.
• Work alongside internal teams to ensure customer feedback directly influences product improvements.
• Develop and manage a comprehensive knowledge base to help customers find self-service solutions.
• Perform post-mortem analyses to determine root causes and implement preventive measures.
• Act as a trusted advisor by guiding clients on platform best practices.

Must-haves

• Proven experience in a client-facing, elevated technical support or analyst role.
• Strong proficiency in Python and practical experience working with REST APIs.
• Extensive experience using Postman for testing and troubleshooting.
• Familiarity with monitoring tools such as Datadog and version control via GitHub.
• A demonstrated ability to diagnose and resolve technical production issues.
• Excellent interpersonal and communication skills in English.

Nice-to-haves

• Background in engineering or quality assurance.
• Experience building production support functions or working with SaaS B2B enterprise clients.
• Knowledge of insurance workflows, underwriting schemas, or the broader InsurTech industry.
• Exposure to AI or Generative AI technologies.
• Experience configuring and testing AI-based software products.

Benefits

The starting base salary for this position is between $90,000 and $110,000, depending on your specific experience and skills.

• Comprehensive medical, dental, and vision insurance.
• Paid time off, including holiday and vacation time.
• Dedicated health and wellness days.
• A bonus day off to celebrate your birthday.
• The flexibility of a fully remote work environment.