Remote job
Technical Support Engineer
Job details
About this role
Role overview Investigate and resolve technical issues affecting an AI platform used in insurance workflows. You’ll serve as a link between enterprise customers and internal engineering and product teams, combining detailed troubleshooting with clear communication and disciplined case management. The role is remote within the United States.
Responsibilities - Investigate reported platform issues from initial report through resolution. - Determine whether a case reflects expected behavior, a bug, configuration, a user education need, or a feature request. - Manage a support queue and meet response and resolution targets. - Write clear, accurate customer updates that reduce unnecessary follow-up. - Provide engineering with diagnostic context in tickets for confirmed bugs. - Identify recurring issues and share patterns with product and customer success teams; build expertise in workflows, edge cases, and client-specific implementations.
Requirements - Three to five years in technical support, technical solutions, or a similar customer-facing technical role at a B2B SaaS company. - Strong technical investigation skills and the judgment to resolve issues involving product behavior, customer context, and operations. - Clear, professional communication with enterprise customers, including under pressure. - Ability to manage a queue reliably, meet response targets, and use quantitative and qualitative evidence to assess support trends. - Collaborative approach and comfort working with engineering, product, and customer success.
Nice to have - Experience supporting complex, data-heavy SaaS products. - Insurtech or fintech experience.
Benefits and work setup - Estimated salary range: $85,000–$135,000 USD; final compensation depends on experience, interview performance, and location. - Equity options, 401(k) with employer match, and medical, dental, and vision coverage for individuals and families. - 20 days of paid time off, a health or gym stipend, phone bill stipend, continuing education credits, and global team offsites.