Product Support Technician

Subro Smart is an innovative subrogation management and recovery firm serving global insurers and captives. Founded in 2013, the company has modernized traditional subrogation processes by combining legal, insurance, business, and technology expertise to improve recovery outcomes, transparency, and efficiency. With offices in the United States, Canada, and the United Kingdom, Subro Smart supports clients through customized subrogation programs, advanced technology, and an experienced team focused on delivering measurable results.

Job Description

The Product Support Technician will serve as a key point of contact for customers and internal teams, helping troubleshoot product issues, resolve user challenges, and deliver an exceptional customer experience. This role is ideal for someone who enjoys solving problems, working with technology, and collaborating across teams to improve the product experience.

You will work closely with Product, Engineering, Customer Success, and customers while gaining exposure to innovative technology solutions within the insurance industry.

Key Responsibilities

• Provide premium product and technical support to customers and internal teams.
• Troubleshoot product, workflow, automation, reporting, dashboard, and data-related issues.
• Analyze technical issues, identify patterns, and escalate complex problems when appropriate.
• Serve as a key point of contact for support-related questions, customer issues, and internal escalations.
• Document customer issues, resolutions, product feedback, and recurring support trends.
• Collaborate with Product, Engineering, and Customer Success teams to support timely issue resolution.
• Assist with testing, validation, implementation support, and product release activities.
• Identify recurring issues and recommend process or product improvements.
• Maintain a high level of customer satisfaction through clear communication and effective problem resolution.

Qualifications

• 2–4 years of experience in product support, customer support, insurance operations, product operations, technical support, or a related role.
• Experience troubleshooting software applications or technology products.
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent written and verbal communication skills.
• Patient customer service mindset and ability to work effectively with customers and internal teams.
• Attention to detail and strong organizational skills.
• Self-motivated, adaptable, and eager to learn.
• Ability to manage multiple priorities in a fast-paced startup environment.

Education & Experience

• Experience analyzing technical issues, identifying root causes, and escalating appropriately.
• Experience with workflows, automations, dashboards, reporting tools, or data-related support.
• Knowledge of ticketing systems, CRM tools, or customer support platforms.
• Interest in learning about AI-enabled technology, workflows, and automation tools.
• Experience with in the insurance or Insurtech industry.
• Basic familiarity with data analysis, QA testing, implementation support, or product operations.

What Success Looks Like

• Provide customers and internal teams with timely, clear, and effective support.
• Accurately document product issues and escalate with detail.
• Identify and share recurring issues with the Product and Engineering teams.
• Create and perform organized, efficient, and scalable support processes.
• Provide proactive issue resolution and communications to improve efficiency of issue resolution.