Support Engineer – Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and address technical challenges across the platform.

• Analyze codebases, databases, and system logs to identify issues.

• Collaborate with engineering, product management, underwriting, and additional departments.

• Ensure workflows function as intended while pinpointing areas for enhancement.

• Take ownership of bug resolution by addressing issues and/or coordinating with engineering.

• Monitor and assess system performance.

• Promote quality-of-life features to improve user experience.

• Document business processes and establish workarounds.

• Offer solutions to frequent issues.

⛳️ Requirements

• Strong customer service orientation with a sincere commitment to helping others succeed.

• Curiosity about technology and a passion for learning new systems and tools.

• Understanding of web applications, APIs, and integrations.

• Willingness to seek out documentation, experiment, and work collaboratively with teammates.

• Ability to convey complex technical concepts in a clear and accessible manner.

• Bachelor’s degree in computer science or equivalent professional experience.

• At least 1 year of experience in software engineering, technical support, QA, or related roles.

• Strong analytical skills and attention to detail.

• Excellent verbal and written communication abilities.

• Proven track record of debugging and troubleshooting intricate technical issues.

• Familiarity with Python, React, TypeScript, and SQL, or a strong eagerness to learn.

🏝️ Benefits

• Medical (PPO/HDHP), vision, disability, and life insurance.

• Enhanced dental plan that includes orthodontia coverage in addition to a standard plan.

• Generous paid time off (PTO) plan for all eligible employees.

• Paid company holidays along with 4 floating holidays.

• Paid parental leave.

• Employee Retirement Savings Plan/401(k) with company matching and immediate vesting.

• Education Assistance Program providing 100% upfront tuition reimbursement after 6 months of service for approved degree programs.

• Service Recognition Program offering a monetary award toward a vacation every 5 years of employment.

• Wellness initiatives including Fitness Center and Weight Watchers reimbursement programs.

• Voluntary benefits such as accident, critical illness, and hospital indemnity coverage.

• Employee discount and rewards program for travel, tickets, electronics, home goods, and more.