About the job
Join Us in Revolutionizing the Insurance Industry
At Cytora, part of the Applied Systems family, we are redefining the connections and operations within the insurance sector. Our innovative, AI-driven platform empowers insurers and brokers to make informed decisions, enhance efficiency, and foster collaboration throughout the global insurance landscape. As we propel digital transformation forward, we seek inquisitive and cooperative individuals eager to contribute to our vision. If you thrive on innovation and are motivated by making a significant impact, your journey begins here.
Role Overview
As a Product Support Engineer, you will serve as the primary technical support contact for our enterprise clients, swiftly addressing their inquiries and troubleshooting issues that may arise in live production environments.
Your expertise will be pivotal in ensuring our clients succeed with the Cytora Platform by delivering prompt assistance, precise guidance, and adept problem-solving. A comprehensive understanding of our platform's technical architecture and workflows will be essential to pinpointing root causes and providing actionable solutions.
Key Responsibilities
Act as the main point of contact for technical inquiries from our enterprise customers.
Offer specialist support in resolving production challenges, including diagnosing and troubleshooting platform-related issues.
Prioritize and escalate complex problems to engineering teams, ensuring thorough documentation of diagnostics and context.
Address customer queries regarding platform functionalities, integrations, and configurations.
Keep meticulous records of all customer interactions and solutions within the support system.
Work collaboratively with internal teams to ensure customer feedback drives product improvements.
Assist in developing and updating a comprehensive knowledge base to empower customers with self-service resources.
Conduct root cause analysis post-issue resolution and propose preventive strategies.
Serve as a trusted advisor, offering guidance on best practices for optimal use of the Cytora Platform.
Create self-service troubleshooting documentation for customers and the internal Centre of Excellence.
Qualifications:
Essential:
Proven experience in a client-facing technical support or analyst position.
