Production Support-Software Engineer III

Key Responsibilities

• Act as the L3 escalation point for tickets triaged, logged, and initially investigated by our L1/L2 support team
• Reproduce, debug, and resolve production bugs across the ClaimBeacon application, using logs and monitoring tools to find root cause
• Troubleshoot and fix data pipeline failures and integration issues between ClaimBeacon and Guidewire
• Monitor, troubleshoot, and resolve issues within the agentic AI platform, including agent orchestration failures, tool/integration errors, and unexpected agent behavior
• Support data and AI governance and compliance requirements, ensuring fixes, data handling, and agent outputs stay aligned with internal controls and regulatory expectations
• Design and ship small enhancements to production code in response to client and internal feedback
• Decide when an issue needs to be escalated to the core engineering team versus resolved directly, to protect the roadmap for new lines of business
• Document root causes, fixes, and workarounds so recurring issues get resolved faster over time

Required Qualifications

Experience

• Proven experience owning production issues end-to-end — from initial log review and triage through root cause analysis to a shipped fix
• 6+ years of professional software engineering or production support experience
• Background in insurance strongly preferred

Core Technical Skills

• Full-stack development experience in Java and Python, comfortable reading and modifying code across the stack
• Working knowledge of DevOps practices - CI/CD pipelines, monitoring, and cloud environments (AWS)
• Exposure to agentic AI or LLM-based tooling, or strong interest in ramping up quickly on new AI systems
• Familiarity with Flutter, or the ability to pick up a new front-end framework quickly
• Comfortable troubleshooting data pipelines and writing SQL for root cause analysis
• Experience with Insurance platform like Guidewire, Majesco, Origami or similar policy/claims administration platforms is a plus
• Understanding of data and AI governance concepts (e.g., model risk, auditability, responsible AI, data privacy) in a regulated industry setting

Soft Skills

• Strong sense of ownership - you see issues through to resolution rather than passing them along
• Able to work independently and make sound judgment calls under the pressure of a live production issue
• Clear communicator who can translate technical detail for both engineers and client-facing teams
• Comfortable moving across the stack - frontend, backend, data, and infrastructure - as the day requires

Preferred Skills

• Experience supporting SaaS or platform products through periods of active growth and scale
• Familiarity with agentic AI frameworks (e.g., LangGraph) or modern LLM-based tooling
• Insurance industry experience, particularly with claims or policy administration systems