Senior Technical Support Engineer

About BriteCore

BriteCore is a leading cloud-native core insurance software platform for Property & Casualty Insurers. Our software  unlocks business growth, delivers greater productivity, and provides an intuitive customer experience to a large and rapidly modernizing industry. With the BriteCore Software Platform, insurers easily administer policies, manage billing and claims, rapidly configure new products, and access detailed reporting and analytics in an all-in-one core system, including agent and policyholder portals.

Trusted by over 90 insurers across North America, BriteCore’s award-winning policy administration solution enables midsize Carriers and MGAs to efficiently manage their insurance operations and effectively compete with the largest insurers. We love great technology and insurance and it shows in every aspect of our solution.

This is a fully remote based role, however candidates must be located in the US.

Summary

We are looking for a Senior Technical Support Engineer to join our technical services team. As a key member of the team, you will be responsible for helping BriteCore’s largest customers solve complex challenges to ensure their success with our Policy Administration System (PAS). You will play an impactful role in troubleshooting complex issues, delivering timely resolutions, and maintaining high levels of customer satisfaction. 

This position is ideal for someone who enjoys working directly with customers, excels at problem solving on the fly, and is passionate about server upkeep and relational data analysis. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.

What you’ll do 

• Forge strong relationships with our largest customers, leveraging phone, email, video, and on-site visits to quickly resolve challenging issues and offer hands-on guidance on BriteCore's features and setup
• Provide personalized support to our largest customers, answering their complex questions about BriteCore's capabilities in order to ensure our customers are optimizing our platform
• Dive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities
• Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes
• Test API endpoints
• Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets
• Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance

What you’ll bring

• Bachelor’s Degree in Computer Science or related field
• 4+ years of experience working through complex ticketing
• 2+ years serving as a central technical services contact for enterprise clients
• Advanced MySQL abilities with expertise in query execution and data analysis 
• Intermediate Python coding skills, with a high proficiency at reading Python code
• Experience communicating with customers via phone, email and video chat
• Skilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure
• Proficiency in Bash shell scripting

• Excellent verbal and written communication skills
• Scrappy, comfortable working in a fast-paced startup environment and learning as you go

Bonus points

• 1+ year of experience working in the Property & Casualty (P&C) space
• Experience working at a startup company
• Experience working with Zendesk

• Hands-on experience working with Python web development, Django and/or Web.py

Life at BriteCore

We take pride in our dynamic, diverse team, unified by shared values of community, integrity, grit and impact. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, color, national origin, religion, age, gender identity, sexual orientation, veteran, disability or any other legally protected rights that one has.

We offer great benefits including: medical, dental, vision, 401K (with company match), disability coverage, unlimited PTO, fully paid parental leave and more.