Product and Workflow 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.

The Product and Workflow Support Technician acts as a bridge between customers, internal teams, and the product, focusing not just on resolving issues, but on understanding and improving how work flows through the system.

This role is ideal for someone who thinks in terms of processes, enjoys identifying inefficiencies, and is energized by making systems and workflows more intuitive, automated, and scalable. You will support customers while also helping refine the underlying workflows, automations, and reporting that drives their success.

You’ll partner closely with Product, Engineering, Customer Success, and customers, gaining exposure to workflow design, automation logic, and data-driven reporting within the insurance industry.

• Provide high-quality support for product functionality, workflows, automations, and reporting.
• Troubleshoot and analyze end-to-end workflow behavior, identifying breakdowns, gaps, and inefficiencies.
• Act as a primary point of contact for workflow-related questions and customer issues.
• Diagnose root causes across processes, data flows, and automation logic, not just surface-level symptoms.
• Document issues, workflow behavior, resolutions, and recurring patterns to improve system understanding and scalability.
• Collaborate with Product and Engineering to refine workflows, automation rules, and product usability.
• Support testing, validation, and rollout of new workflows, automations, and product enhancements.
• Identify opportunities to streamline workflows, reduce manual effort, and improve consistency across processes.
• Assist with reporting and data validation, including reviewing and interpreting Power BI dashboards and metrics.
• Maintain strong customer satisfaction through clear communication, proactive updates, and thoughtful problem resolution.

• 2-4 years of experience in product support, customer support, insurance operations, product operations, workflow analysis, or a related role.
• Strong interest or experience in process improvement, workflow design, or operational efficiency.
• Ability to think in terms of systems and processes (how work moves end-to-end), not just individual issues.
• Experience working with workflows, automations, or business process tools.
• Comfortable analyzing data, reports, and dashboards (Power BI exposure is a plus).
• Strong analytical and problem-solving skills with a process-oriented mindset.
• Excellent written and verbal communication skills.
• Customer-first mindset with the ability to translate technical/workflow concepts into clear explanations.
• Detail-oriented, organized, and able to manage multiple priorities.
• Self-motivated, curious, and eager to improve how things work, not just keep them running.

• Bachelor's degree or equivalent experience.
• Experience identifying workflow or process inefficiencies and recommending improvements.
• Exposure to automation tools, workflow configuration, reporting systems, or data validation.
• Familiarity with ticketing systems, CRM tools, or operational support platforms.
• Interest in AI-driven workflows, automation, and modern process optimization.
• Experience in insurance or Insurtech is a strong plus.
• Basic familiarity with reporting tools (Power BI), QA testing, implementation support, or product operations.

• Issues are resolved with a clear understanding of the underlying workflow or process, not just the immediate symptom.
• Customers and internal teams experience smoother, more efficient workflows over time.
• Recurring issues are identified, documented, and translated into actionable improvements.
• Workflow and automation enhancements reduce manual effort and increase consistency.
• Reporting and data issues (including Power BI dashboards) are quickly identified and addressed.
• The support function evolves into a source of insight for process and product improvements.