Sr Support Engineer

Job highlights

• This role is expected to work during U.S. Eastern Time business hours and support customer-facing production issues across applicable time zones when required

Role Overview

Insurity s Next Senior Support Engineer will be a hands-on, customer-focused technical support professional who owns and coordinates the investigation and resolution of medium- to high-complexity production issues across assigned Insurity products.

This role combines advanced ticket ownership and escalation judgment with product configuration, component and integration knowledge, technical troubleshooting, and functional and technical root-cause analysis. The ideal candidate communicates clearly, documents work accurately, mentors other support engineers and performs effective handoffs to help customers and internal teams reach timely resolutions.

This role is expected to work during U.S. Eastern Time business hours and support customer-facing production issues across applicable time zones when required.

What Our Senior Support Engineer Will Do

• Lead triage of incoming tickets, determine priority and ownership, identify billable work, and act as an escalation point for higher-priority or complex support issues.
• Own medium- to high-complexity customer issues and requests through investigation, coordination, communication, resolution, and documented closure.
• Use SQL or similar query tools, application and platform logs, troubleshooting tools, debugging utilities, and other diagnostic methods to investigate reported issues and validate findings.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.