Product Support Engineer - Remote

Overview

Cytora is the digital risk processing AI-powered platform that enables commercial insurers to digitise all interactions with brokers, enabling optimised risk workflows and control over the target portfolio. Cytora brings together the data, processes and people enabling insurers to create multi-step risk flows that maximise efficiency and differentiate how risks are processed according to risk appetite, portfolio and automation objectives.

As a Product Support Engineer, you will be the first point of contact for enterprise customers, addressing their technical questions and resolving issues that arise in production environments.

You will play a key role in ensuring our customers achieve success with the Cytora platform by providing timely support, clear guidance, and expert troubleshooting. Your ability to understand the technical architecture and workflows of our platform will be critical in identifying root causes and delivering effective solutions.

In Short

• Serve as the primary contact for technical support requests from enterprise customers.
• Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems.
• Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context.
• Respond to customer questions about platform functionality, integrations, and configuration.
• Maintain detailed records of all customer interactions and resolutions in the support system.
• Collaborate with internal teams to ensure customer feedback informs product enhancements.
• Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources.
• Conduct post-incident reviews to identify root causes and recommend preventive measures.
• Act as a trusted advisor, guiding customers on best practices for using the Cytora platform effectively.

Requirements

• Must Have:
• Experience in a client-facing technical support or analyst role.
• Strong general technical knowledge (concept of APIs, basics of python)
• Experience in troubleshooting production environments.
• Proven ability to diagnose and resolve technical issues.
• Excellent communication and interpersonal skills to manage customer communication.
• Desirable:
• Experience working with SaaS B2B enterprise customers.
• Familiarity with tools like Pylon, Postman, or Github.
• Experience in configuring and testing SaaS or AI-based products.

Benefits

• Stock options
• Private health insurance (UK Only)
• Choice of laptop
• Flexi-working
• Work from anywhere budget
• L&D Budget
• Offsites