Support Engineer

Role & responsibilities

• Provide L2/L3 application support for Sapiens platforms and ensure timely resolution of production issues.

• Configure and maintain products, workflows, business rules, and system setups within Sapiens applications.

• Monitor application health and proactively identify potential issues affecting business operations.

• Analyse incidents, perform root cause analysis, and implement corrective and preventive actions.

• Collaborate with business users to understand requirements and implement configuration changes.

• Coordinate with development, testing, infrastructure, and vendor teams for issue resolution.

• Manage support tickets, incidents, service requests, and problem records while adhering to SLAs.

• Validate configuration changes and support user acceptance testing activities. Participate in release planning, deployment support, and post-release monitoring.

• Maintain detailed documentation of configurations, known errors, workarounds, and support procedures.

• Support data validation, reporting, reconciliation, and troubleshooting activities. Handle customer communications, status updates, and escalation management.

• Ensure compliance with organizational policies, support processes, and quality standards.

• Hands-on experience with Sapiens configuration and support activities.

• Strong understanding of insurance business processes and policy lifecycle management.

• Experience in application production support and incident management.

• Knowledge of workflows, rule configuration, and product setup within Sapiens platforms.

• Working knowledge of SQL for troubleshooting and data validation.

• Experience with ServiceNow, JIRA, or equivalent ticket management systems.

• Understanding of release management, deployment, and change management processes.

• Strong analytical and problem-solving skills.

• Excellent stakeholder management and communication skills.

• Ability to work in rotational shifts and support critical incidents when required.

Preferred candidate profile