Senior Support Engineer

Who We Are

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.

We don’t just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.

While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.

Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity

What’s In It For U

• Work Where You Thrive: Find a hybrid work environment that allows you to enjoy great work life balance, stay connected and collaborative

• Generous Time Off: Our leadership believes in taking the time you need when you need it.

• Day One Health Benefits + Employer-Matched Retirement Savings: You might think these are table stakes, but we know these matter to you.

• More Than Just Core Values: Our values are fundamental in how we attract, train, and retain top talent.

• Award-Winning Onboarding Program: We set you up from the get-go to make a significant impact from Day One and follow you through your entire first year.

• Real Career Growth Opportunities: We love to promote from within with over 25% of our open roles filled through internal applicants on average.

• Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.

• Insurity Podcasts: Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.

• Continuous Learning Opportunities: Own your development with your own LinkedIn Learning and Kaplan licenses.

• Employee Referral Bonus: Once you come onboard, give Insurity the biggest compliment you can give by referring someone to work here and earn a referral bonus.

Insurity’s Next Senior Support Engineer

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.

• Use Kubernetes and GitOps workflows to monitor deployments, review operational behavior, and support investigation of production issues.

• Apply advanced product configuration knowledge to troubleshoot core components, workflows, business rules, transaction processing, and integrations.

• Use programming logic, such as PHP, C#, PowerBuilder, Angular, TypeScript, etc. knowledge to investigate defects, gather relevant evidence, and communicate findings for further resolution.

• Perform functional and technical root-cause analysis for complex incidents and present findings, impact, contributing factors, and recommended actions clearly to customers and internal stakeholders.

• Perform technical troubleshooting across connected systems and identify whether an issue is caused by a defect, configuration gap, integration behavior, data condition, or support process.

• Execute or coordinate approved data-maintenance scripts, quality audits, and other support-related technical work with the appropriate teams.

• Escalate issues through established procedures, provide complete technical context, and maintain follow-up through resolution or transition to the appropriate owner.

• Maintain accurate ticket information, workflow systems, customer-facing tools, case records, resolution notes, impact assessments, and knowledge-based content with limited oversight.

• Support customer-facing production issues through clear written and verbal communication, coordination across multiple time zones, and effective handoffs that protect business continuity.

• Support new customer go-lives by following established readiness processes, completing assigned tasks, and coordinating risks or dependencies with the appropriate teams.

• Communicate with Product Management, Software Engineering, Professional Services, other internal teams, and third-party software suppliers or partners as needed.

• Provide self-service tool support and ad hoc training for customers, internal users, new employees, and other support team members.

• Mentor Support Engineers and provide practical guidance on troubleshooting, ticket ownership, documentation, escalation judgment, and customer communication.

• Support continuous-improvement initiatives that reduce low-value support demand, improve service quality, strengthen knowledge transfer, and increase customer self-service.

• Contribute to and improve knowledge-base articles, troubleshooting guides, standard procedures, and other documentation used for training and operational consistency.