Software Support Engineer

Title:
Software Support Engineer

Job Description

Fully Remote | Location/Supporting:
City, State |

Experience:

insert required / preferred experience
Individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity. Remote employees must maintain a dedicated, distraction-free workspace. Remote work does not substitute for personal responsibilities. Branch locations can be viewed at

Under the direction of the AVP of IT Applications and Development, the Software Support Engineer understands the technical architecture of enterprise‑scale systems and has the curiosity to troubleshoot the unique behaviors of AI‑integrated workflows. The Engineer provides solutions and incident resolution for enterprise application adoption, collaborating with Software Development, Technical Support, IT vendors, and end users.

• Tier 2/3 Technical Support:
  Diagnose and resolve complex issues related to our enterprise software suite; participate in on‑call rotation.
• Incident Management:
  Lead the technical response for critical production issues, coordinating with customer success and core engineering teams.
• Knowledge Engineering:
  Document common technical hurdles and create troubleshooting playbooks for AI tools.
• Cross‑Functional
  
  Collaboration:
  
  Provide feedback to Product and engineering teams on recurring bugs and integration friction points.
• Manage Software Requests:
  Handle, research, and resolve software‑related requests (incidents, problems).
• Perform Triage Functions:
  Troubleshoot software and identify root causes of software problems.
• Analyze Software Errors:
  Evaluate alerts, issues, and propose solutions.
• Configure Applications:
  Adjust application workflows, monitors, alerts, reports, and SQL queries.
• Administer Applications:
  Manage and configure enterprise applications.
• Test Solutions:
  Verify solutions using manual and automated testing tools.
• Provide Technical Support for all IOA software systems.
• Document
  
  Activities:
  
  Record support activities thoroughly and accurately.
• Make Quick Decisions:
  Act decisively with limited information.
• Review Work Logs:
  Provide feedback on work logs and customer feedback.
• Complete Projects:
  Independently complete small to medium projects.
• Policy Compliance:
  Stay updated on company policies and procedures.
• Continuous Improvement:
  Adopt best practices to improve performance.
• Champion IOA Values:
  Demonstrate integrity and leadership.

• 3+ years supporting enterprise applications such as Salesforce, Workday, Service Now, Data Dog, or comparable.
• 3+ years supporting cloud‑based applications, SQL, and JavaScript.
• Bachelor’s Degree in a technical field or higher.
• Experience with relational databases.
• ITIL Foundations Certification.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent multi‑tasking, organizational, and prioritization skills.
• Outstanding verbal and written communication skills.
• Ability to perform large work volumes with high accuracy and attention to detail.
• Experience working in a remote environment.
• Ability to translate complex technical workflows into plain language for non‑technical stakeholders.

• Competitive salaries and bonus potential.
• Company‑paid health insurance.
• Paid holidays, vacations, and sick time.
• 401K with employer match.
• Professional growth and career progression opportunities.
• Respectful culture and work/family life balance.
• Community service commitment.
• Supportive teammates and a rewarding work environment.

• 30‑Minute Phone Screen, Online Assessments, and Interview(s).

The expected pay range for this position is $60,000 to $101,000 per year, depending on experience, relevant skills, and geographic location.

Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.