Cytora

Product Support Engineer

Cytora

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Tech Stack

Python

About the role

  • 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-mortems to identify root causes and recommend preventive measures.
  • Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively.
  • Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.

Requirements

  • Experience in a client-facing elevated technical support or analyst role.
  • Practical experience in working with REST API.
  • Strong knowledge of Python.
  • Experience in troubleshooting production environments and testing new features.
  • Proven ability to diagnose and resolve technical issues.
  • Experience navigating monitoring tools like Datadog.
  • Extensive experience working with Postman.
  • Familiarity with Github.
  • Excellent communication and interpersonal skills to manage customer communication.
  • Experience building BAU and production support function (Desirable).
  • Engineering or QA background (Desirable).
  • Experience working with SaaS B2B enterprise customers (Desirable).
  • Knowledge of the insurance or InsurTech industry (Desirable).
  • Familiarity with underwriting workflows and schemas (Desirable).
  • Exposure to AI or Generative AI technologies (Desirable).
  • Experience in configuring and testing SaaS or AI-based products (Desirable).
Benefits
  • Competitive salary
  • Flexible working and remote options
  • Professional development budget & conference access
  • Annual company retreats
  • A mission-driven culture that puts people first

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
REST APIPythontroubleshootingproduction environmentsmonitoring toolsDatadogPostmanGithubconfiguring SaaS productstesting SaaS products
Soft skills
communication skillsinterpersonal skillscustomer supportproblem-solvingcollaborationdocumentationadvisory skillscustomer feedback managementroot cause analysisbest practices guidance