Software Support Engineer

Job Description

Title:

Software Support Engineer

Location:

Fully Remote (may require onsite work if within 50-mile radius of a branch location). Remote work requires a dedicated, distraction-free workspace and is not a substitute for childcare, elder care, or other personal responsibilities during working hours.
Branch locations can be viewed at

Under the direction of the AVP of IT Applications and Development, the Software Support Engineer aids, advises, and provides solutions to support enterprise application adoption, incident resolution, and problem resolution. The engineer researches best practices, investigates problems, identifies root causes, and collaborates to engineer solutions. The engineer works with Software Development staff, Technical Support staff, IT vendors, and end users to develop quick, effective solutions.

• Tier 2/3 Technical Support: diagnose and resolve complex technical issues related to our enterprise software suite and participate in on-call rotation.
• Incident Management: lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime.
• Knowledge Engineering: document common technical hurdles and create troubleshooting playbooks specifically for the “black box” elements of AI tools (e.g., why a specific claim was flagged for manual review).
• Cross-Functional Collaboration:
  
  act as the technical “voice of the customer,” providing feedback to the Product and engineering teams on recurring bugs or integration friction points.
• Manage Software Requests: handle, research, and resolve software-related requests for assistance (incidents, problems).
• Perform Triage Functions: troubleshoot software and identify root causes of problems.
• Analyze Software Errors: analyze software-related errors, alerts, issues, and propose solutions.
• Configure Applications: configure application workflows, monitors, alerts, reports, and SQL queries.
• Administer Applications: administer and configure enterprise applications.
• Test Solutions: test (verify) solutions using manual and automated testing tools before implementation.
• Provide Technical Support: perform technical support functions related to all IOA software systems.
• Document
  
  Activities:
  
  document software support activities thoroughly, accurately, and in a timely manner.
• Make Quick Decisions: make decisions quickly, sometimes with limited information.
• Review Work Logs: periodically review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement.
• Complete Projects: independently complete small to medium projects.
• Policy Compliance: stay updated on company policies and procedures.
• Continuous Improvement: seek and adopt best practices to improve individual and team performance.
• Champion IOA Values: demonstrate integrity and leadership.

• 3+ years of experience supporting enterprise applications such as Salesforce, Workday, Service Now, Data Dog or comparable.
• 3+ years of experience supporting cloud-based applications, SQL, and JavaScript.
• Bachelor’s Degree in a technical field or higher.
• Demonstrated 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 degrees of accuracy and attention to detail.
• Experience working in a remote environment.
• Ability to translate complex technical workflows into plain language for non-technical insurance stakeholders.

Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship. This role does not support employment-based visa sponsorship.

• 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…