Tier-2 Support Engineer

A leading provider of advanced pricing and rating solutions tailored to the insurance industry. Our cutting-edge software empowers actuaries and data scientists within insurance companies to make data-driven decisions and optimize pricing strategies. With a commitment to innovation and a deep understanding of the insurance landscape, at the forefront of revolutionizing how insurers approach pricing and rating.

Description
We are looking for a Tier 2 Support Engineer to join our Customer Support team. The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios, and providing innovative solutions for their needs. Other responsibilities may include team knowledge management and projects with R&D and Product, amongst others.

What youll do:
Have an end-to-end responsibility for solving Tier 2 cases under defined SLAs
In-depth analysis of field-raised issues, providing temporary workarounds while working with Tier 3, DevOps, R&D, PS, and Product on permanent solutions and fixes
Proactively identify critical points of failure, raise flags & escalate issues that are of an urgent nature
Responsible for knowledge management, training content, and playbooks for all Support Tiers
Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution
Participate in the teams on-call rotation