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Senior Support Engineer

3 months ago

Chicago, United States Kin Insurance Full time

The world has changed. Why hasn’t insurance?

Kin’s mission is to reimagine home insurance For Every New Normal. While other insurers struggle to handle a fast-changing world, Kin is built for the future and is prepared to meet its challenges head on while helping our customers do the same.

Kin is proud to be one of BuiltIn Chicago’s 2021 and 2022 Best Mid Sized Companies to work for, and Forbes 2021 Best Startup Employers in North America. Simply put, our people are what make us great, and we need forward-thinking, inspired game-changers like you to join us in our mission.

So, what’s the role?

As a Senior Support Engineer, you will play a pivotal role in our technical support team, with an emphasis on advanced triaging, complex troubleshooting, and strategic problem-solving within our internal codebase. Your primary responsibilities will include  ensuring rapid and efficient resolution of issues, and collaborating extensively with software development teams and serving our customers. Your expertise will be vital in aligning technical solutions with Kin’s strategic objectives, effectively managing risks, and driving technical excellence.

A day in the life could include: 

  • Monitor our production applications and external services, focusing on performance, errors, and uptime.
  • Proactive incident response leadership, including discovery & mitigation.
  • Assess incident severity, and maintain clear communication with all stakeholders until resolution.
  • Design and refine production monitoring tools and alerts for enhanced efficiency.
  • Expertly triage and address critical production support issues from internal teams.
  • Perform advanced troubleshooting, identify root causes, and implement robust solutions.
  • Prioritize a backlog of production support tickets, ensuring timely updates and code enhancements.
  • Facilitate communication between stakeholders, balancing technical and non-technical needs.
  • Analyze issue trends to recommend application improvements and training initiatives.
  • Develop and maintain comprehensive documentation to support ongoing operations and training.
  • Proactively identify and implement improvements in our technical ecosystem and processes.

I’ve got the skills… but do I have the necessary ones?

  • 3+ years of experience in engineering support.
  • Strong foundation in software engineering, preferably with a focus on advanced troubleshooting and problem-solving.
  • Exceptional communication and organizational skills,
  • Experience with observability tooling such as  DataDog
  • Proficiency in tracking and managing code work within a ticketing system.
  • Expertise in using Git or similar source code management tools.
  • Proficiency in scripting languages such as Ruby (strongly preferred), Python, or JavaScript, with an emphasis on writing and reviewing complex code.
  • Preference for candidates in time zones allowing for a later shift of work (to 7PM Central)

Oh, and don’t worry, we’ve got you covered 

  • Medical, Dental, Vision, Disability and Life Insurance
  • Flexible PTO policy 
  • Remote work
  • Generous equity package
  • 401K with company match
  • Parental leave
  • Continuing education and professional development
  • The excitement of joining a high-growth Insurtech company and seeing your work make an impact
About Kin

In an industry that hasn't budged in more than 100 years, our technology transforms the user experience, cuts inefficiencies that waste billions of consumer dollars, and customizes coverage homeowners want. We believe insurance was always meant to be a digital product – we’re making that a reality. 

Our approach to the industry makes us unique, and the people at Kin help us excel. We’re a team of problem solvers, collaborators, builders, and dreamers who are passionate about creating positive change in the lives of our customers and in our industry. Kin is more than just our name – it’s how we treat each other. That’s one of the many reasons we’ve been recognized as a great place to work by Built In, Forbes, and Fast Company.

EEOC Statement

Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Kin encourages applications from all backgrounds, communities and industries, and are committed to having a team that is made up of diverse skills, experiences and abilities.

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