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Senior Technical Support Specialist

2 months ago

Salt Lake, Utah, United States BriteCore Full time
Job Summary

We are seeking a highly skilled Senior Technical Support Specialist to join our technical services team at BriteCore. As a key member of our team, you will be responsible for providing expert technical support to our largest customers, helping them to overcome complex challenges and ensure their success with our Policy Administration System (PAS).

Key Responsibilities
  • Customer Support: 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.
  • Technical Expertise: 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.
  • Debugging and Troubleshooting: 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.
  • Documentation and Knowledge Sharing: Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities.
  • Issue Resolution: Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes.
  • API Testing: Test API endpoints.
  • Legacy System Upgrade: Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets.
  • Collaboration: Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance.
Requirements
  • Education: Bachelor's Degree in Computer Science or related field.
  • Experience: 4+ years of experience working through complex ticketing, 2+ years serving as a central technical services contact for enterprise clients.
  • Technical Skills: Advanced MySQL abilities with expertise in query execution and data analysis, intermediate Python coding skills, with a high proficiency at reading Python code.
  • Communication Skills: Excellent verbal and written communication skills.
  • Soft Skills: Scrappy, comfortable working in a fast-paced startup environment and learning as you go.
Preferred Qualifications
  • Industry Experience: 1+ year of experience working in the Property & Casualty (P&C) space.
  • Startup Experience: Experience working at a startup company.
  • Zendesk Experience: Experience working with Zendesk.
  • Python Web Development: Hands-on experience working with Python web development, Django and/or.
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.