Product Support Engineer
YipitData
SQL
Business Applications Support Analyst
XS Brokers
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as the primary point of contact for user support and issue resolution for Vertafore AIM and ImageRight platforms.
- Monitor and respond to support tickets promptly, ensuring timely resolution or escalation to appropriate teams (e.g., infrastructure, database, or vendor support).
- Document issues, root causes, and resolutions to build a robust knowledge base and drive continuous improvement.
- Assist in testing patches, upgrades, and system enhancements to ensure minimal disruption to business operations.
- Provide end-user training and create/update user guides as needed.
- Collaborate with vendors (e.g., Vertafore) for complex escalations, system performance issues, or product updates.
- Contribute to process improvement initiatives and technology projects that enhance efficiency and customer experience.
Requirements
- 2–5 years of experience in the business, application support, business systems analysis, or IT help desk; insurance or financial services experience strongly preferred.
- Hands-on experience with Vertafore AIM and/or ImageRight platforms (administration, configuration, or support) is highly desirable.
- Strong troubleshooting and problem-solving skills with a customer-first mindset.
- Excellent communication skills to interact effectively with business users, technical teams, and vendors.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Associate or Bachelor’s degree in Information Systems, Computer Science, Business, or related field (or equivalent work experience).
- Service-Oriented: Listens to end-users, responds quickly, and delivers practical solutions.
- Detail-Driven: Ensures accurate documentation, consistent process execution, and data integrity.
- Collaborative: Works across departments and with external vendors to achieve seamless operations.
- Proactive: Identifies recurring issues and suggests long-term improvements.
Benefits
- Fully Remote
- Remote Worker
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
application supportbusiness systems analysistroubleshootingproblem-solvingVertafore AIMImageRightsystem enhancementsuser trainingdocumentationprocess improvement
Soft skills
customer-first mindsetexcellent communicationprioritizationtask managementservice-orienteddetail-drivencollaborativeproactive
Certifications
Associate degreeBachelor's degreeInformation SystemsComputer ScienceBusiness
