Lead Technical Support Specialist

2 weeks ago

Salt Lake, Utah, United States BriteCore Full time
Position Overview

Company Overview

BriteCore stands at the forefront of cloud-based core insurance software solutions tailored for Property & Casualty Insurers. Our platform empowers businesses to enhance growth, improve operational efficiency, and deliver a seamless customer experience within a rapidly evolving industry. With our comprehensive software, insurers can effectively manage policies, billing, claims, and gain insights through detailed reporting and analytics—all integrated into a single core system, featuring both agent and policyholder portals.

With a trusted presence among over 90 insurers across North America, BriteCore's award-winning policy administration system enables mid-sized carriers and managing general agents to streamline their insurance operations and compete effectively with larger entities. Our passion for technology and insurance is evident in every facet of our solution.

This role is fully remote, but candidates must reside in the United States.

Role Summary

We are seeking a Lead Technical Support Specialist to become an integral part of our technical services team. In this pivotal role, you will assist BriteCore's major clients in overcoming intricate challenges to ensure their success with our Policy Administration System (PAS). Your contributions will be vital in diagnosing complex issues, providing timely solutions, and upholding high standards of customer satisfaction.

This position is well-suited for individuals who thrive in direct customer interactions, excel at real-time problem-solving, and possess a strong interest in server maintenance and relational data analysis. If you are eager to make a significant impact and flourish in a dynamic setting, we would be pleased to discuss this opportunity with you.

Key Responsibilities

  • Establish and nurture strong relationships with our key clients, utilizing various communication methods such as phone, email, video conferencing, and in-person visits to swiftly address challenging issues and provide hands-on support regarding BriteCore's features and configurations.
  • Deliver tailored assistance to our major clients, addressing their intricate inquiries about BriteCore's functionalities to ensure optimal utilization of our platform.
  • Engage with debugging tools, logs, stack traces, MySQL, DataDog, and Python code to understand application behavior, troubleshoot configuration challenges, and identify bugs for resolution.
  • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower clients and enhance self-service capabilities.
  • Document reproducible defect reports and customer-facing issue resolutions along with best practice technical notes.
  • Conduct testing of API endpoints.
  • Enhance and modernize our legacy data delivery and reporting solutions using MySQL and Quicksite datasets.
  • Collaborate with DevOps to implement effective monitoring strategies using DataDog to ensure system uptime and scalability, maintaining optimal performance.

Qualifications

  • Bachelor's Degree in Computer Science or a related discipline.
  • A minimum of 4 years of experience in managing complex support tickets.
  • At least 2 years serving as a primary technical contact for enterprise clients.
  • Advanced proficiency in MySQL, particularly in query execution and data analysis.
  • Intermediate skills in Python coding, with a strong ability to read and understand Python code.
  • Experience in customer communication through various channels including phone, email, and video conferencing, as well as traveling for on-site client visits.
  • Proficient in UNIX environments, managing administration, debugging, monitoring, and maintenance tasks.
  • Hands-on experience with APIs, web technologies, and AWS Cloud Infrastructure.
  • Proficiency in Bash shell scripting.
  • Exceptional verbal and written communication skills.
  • A proactive attitude, comfortable in a fast-paced startup environment and eager to learn.

Preferred Qualifications

  • Experience in the Property & Casualty (P&C) sector.
  • Background in startup environments.
  • Familiarity with Zendesk.
  • Hands-on experience in Python web development, including Django.

Company Culture

At BriteCore, we take pride in our vibrant and diverse team, united by shared values of community, integrity, resilience, and impact. We are passionate about our work and the people we collaborate with, which is why we are committed to providing equal opportunities for all individuals, regardless of race, color, national origin, religion, age, gender identity, sexual orientation, veteran status, disability, or any other legally protected rights.

We offer a comprehensive benefits package that includes medical, dental, vision, 401K (with company match), disability coverage, unlimited paid time off, fully paid parental leave, and more.

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