Product Support Analyst Remote

Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process.

Recruiters will only reach out from an  email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with . Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here: (Use the "Apply for this Job" box below)..

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud‑native, easy‑to‑use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.

We don’t just make bold promises—we deliver results. As the largest cloud‑based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.

While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech— in a culture that fosters innovation, teamwork, and continuous learning. Our award‑winning onboarding experience welcomes and supports you from the moment you accept our offer.

We’re looking for a technical problem‑solver who thrives on diagnosing complex issues and delivering effective solutions for our clients. This role is ideal for someone who enjoys working independently while collaborating with cross‑functional teams, ensuring timely resolution of technical challenges, and contributing to continuous improvement initiatives. You’ll play a key role in supporting our cloud‑native insurance software, helping clients succeed in the Property & Casualty Insurance space.

• Execute the triaging of all incoming tickets including properly identifying billable work
• Provide day‑to‑day support and troubleshoot low to medium complexity customer issues/requests
• Update workflow management system and customer‑facing tools with the most current ticket information.
• Execute and coordinate known data maintenance scripts with the appropriate teams
• Escalate issues to appropriate resources per established procedures and ensure follow up to resolution
• Contribute to the knowledge base for training and knowledge transfer purposes
• Assist with functional root‑cause analysis of incidents
• Contribute continuous improvement ideas to reduce customer dependency on support for low added‑value incidents, improve quality, and improve level of service
• Provide tool self‑service support for customers
• Be available to assist in ad‑hoc training for customers, internal users, new employees, etc., if needed
• Stay up to date on industry and job‑related trends and best practices, including reading relevant publications, articles, blogs, etc.
• Stay abreast of current products offered.
• Work effectively with other departments when submitting customer feedback on tickets
• To meet the needs of our customers, working outside of normal business hours, weekends and holidays is required. Ability to cover multiple shifts including Asia Pacific, EU, US East, and West Coast time’s zones.
• Externally communicate with Third Part Software Suppliers and Partners
• Consistently strives to exceed goals.
• Other duties as assigned.

• 2 to 4 years in a support, development, or consultancy environment
• Bachelor’s degree in a related field (equivalent work experience may be considered)
• SQL proficiency
• Web…