Technical Support Engineer

Company:
Snapsheet

Job Location:

Remote

Job Type: Full-Time

Snapsheet is claims technology the way it should be: purposeful, precise, and designed to deliver outcomes. Where others bolt things on, we engineer them into our core systems and processes across cloud-based claims management, virtual vehicle appraisals, and elite loss and recovery services. Trusted by over 170+ P&C Carriers, MGAs, MGUs, TPAs, and logistics companies, our open architecture is built to fit how our companies work, not the other way around.

• Remote working environment - your new commute is however long it takes to walk to your desk!
• Flexibility - empathy is ingrained in who we are and we are happy to offer a flexible PTO policy, casual dress code, and more!
• Development
  - Mentorship programs, 1-on-1 management, promote when ready culture, quarterly internal promotion opportunities, and goal setting sessions.
• Fun
  - Celebrations just because, yearly in-person and remote events, Snapsheet Swag, Employee Resource Groups, and more!

We're looking for a Technical Support Engineer to join our Client Support Team. In this role, you will provide exceptional support to our clients by helping them use our claims platform effectively and collaborate internally to drive requests to resolution efficiently. You are a problem solver and excellent communicator looking for an opportunity to work in a fast-growing and collaborative environment with full-stack development, account management and operational teams.

Additionally, you are naturally curious and always looking for ways to drive efficiency across an organization.

• Be the primary point of contact for our external customers in supporting our claims management platform
• Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution
• Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently
• Contribute to knowledge base articles and other documentation
• Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support

• 2+ years of technical support-related experience
• Strong analytical aptitude for problem-solving skills
• Excellent written and oral communication skills
• Excellent customer service skills
• Ability to work independently, manage time, and organize and complete work based on priority
• Strong cross-functional communication and organizational skills
• Ability to understand general concepts and collaborate with others to analyze, troubleshoot, and solve problems
• API Troubleshooting experience is a plus
• Experience with programming languages is a plus (especially Ruby, Python or PHP)
• Experience using Zendesk or Jira is a plus

• Passion for customer advocacy
• Ability to work as part of a team
• Ability to collaborate and organize cross-functionally
• Focus on continuous improvement

• Flexible PTO and 7.5 company-observed holidays to recharge on your terms.
• In-person connection points throughout the year including our annual Summit and Roadshows.
• Snapsheet SWAG and surprise mailers to keep the spirit alive.
• Endless opportunity to shape your path—career growth, learning, and real impact are all within reach.
• Health and wellness campaigns that evolve with you year over year.

For this position, the base salary range is $75,. While this…