Product Support Engineer at Cytora.com

Cytora, now part of Applied Systems, combines cutting-edge innovation with global scale to transform commercial insurance.

Founded in 2012, Cytora enables insurers digitise risks, unlock the value of external data, and automate risk intake across SME, Mid Market, and Specialty lines whereas Applied Systems are a global leader in insurance technology since 1983, powering more than 18,000 agencies and 160,000+ users across North America and Europe with its cloud-based software solutions.

Together, Cytora and Applied Systems are accelerating digital transformation across the insurance industry—driving greater efficiency, data-driven insights, and connectivity between insurers and brokers worldwide.

The Role
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.

Key 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.
  

Requirements

Must Have:

• 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.
  

Desirable:

• 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.

Compensation & Benefits

• Medical, Dental, and Vision Coverage

• Holiday and Vacation Time

• Health & Wellness Days

• A Bonus Day for Your Birthday
  

Our targeted starting base salary in the United States for this position ranges from $90,000 to $110,000. To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.

EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.