Lead Technical Support Specialist

2 weeks ago

Salt Lake, Utah, United States Britecore Intuitive Web Solutions Full time

About BriteCore Intuitive Web Solutions

BriteCore Intuitive Web Solutions is a premier cloud-based core insurance software platform tailored for Property & Casualty Insurers. Our innovative software facilitates business expansion, enhances productivity, and delivers a seamless customer experience within a rapidly evolving industry. With the BriteCore Software Platform, insurers can effortlessly manage policies, handle billing and claims, swiftly configure new offerings, and access comprehensive reporting and analytics through an integrated core system, including agent and policyholder portals.

Trusted by over 90 insurers across North America, BriteCore's award-winning policy administration solution empowers midsize Carriers and MGAs to effectively manage their insurance operations and compete with larger insurers. Our passion for technology and insurance is evident in every facet of our solution.

This role is fully remote; however, candidates must reside in the US.

Position Overview

We are seeking a Lead Technical Support Specialist to join our technical services team. As a vital member of the team, you will assist BriteCore's major clients in resolving intricate challenges to ensure their success with our Policy Administration System (PAS). Your role will be crucial in diagnosing complex issues, providing timely solutions, and maintaining high levels of customer satisfaction.

Key Responsibilities

  • Establish strong relationships with our major clients, utilizing phone, email, video, and on-site interactions to swiftly address challenging issues and provide hands-on guidance on BriteCore's features and configurations.
  • Deliver tailored support to our key clients, addressing their complex inquiries regarding BriteCore's functionalities to ensure optimal utilization of our platform.
  • Engage with debuggers, logs, stack traces, MySQL, DataDog, and Python code to understand application behavior, troubleshoot configuration issues, 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 JIRA defect reports and customer-facing issue resolutions along with best practice technical notes.
  • Test API endpoints to ensure functionality and performance.
  • Enhance and modernize our legacy data delivery and reporting solutions, utilizing MySQL and Quicksite datasets.
  • Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring optimal performance.

Qualifications

  • Bachelor's Degree in Computer Science or a related field.
  • 4+ years of experience managing complex ticketing systems.
  • 2+ years serving as a primary technical services contact for enterprise clients.
  • Advanced MySQL skills with a focus on query execution and data analysis.
  • Intermediate proficiency in Python coding, with strong abilities in reading Python code.
  • Experience in customer communication via phone, email, video chat, and conducting on-site 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

  • 1+ year of experience in the Property & Casualty (P&C) sector.
  • Experience in a startup environment.
  • Familiarity with Zendesk.
  • Hands-on experience in Python web development, including Django.

Life at BriteCore

We take pride in our dynamic, 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 welcome every individual and provide equal opportunities regardless of race, color, national origin, religion, age, gender identity, sexual orientation, veteran status, disability, or any other legally protected rights.

We offer comprehensive benefits, including medical, dental, vision, 401K (with company match), disability coverage, unlimited PTO, fully paid parental leave, and more.

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