Production Support Analyst

Our Company About Us

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. Comprised of more than 300 insurance professionals, most of whom work in our Tampa‑area headquarters, and exclusively represented by more than 3,000 independent agents, we offer sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, and South Carolina.

Our organization derives its Strength From Integrity

TM, and we are proud to have been recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for the past twelve years. We have also been rated among the Top Workplaces in the USA by USA Today for the past five years.

Who knew Insurance could be this fun? From company picnics to charity events, no one can ever say American Integrity Insurance doesn't understand the importance of having fun, helping others, or giving back. Our company culture is priceless, and it's built around our six core values:
Integrity, Commitment, Teamwork, Humility, Passion, and Fun. As a team working to provide home insurance solutions to our policyholders, together we aim to achieve greater heights each day and celebrate each other's accomplishments along the way. It is our mission to continue providing reliable, customer‑centric homeowners insurance and paying claims in a timely manner when our customers suffer a loss — and to do so with Integrity.

Learn more about American Integrity Insurance and our job opportunities at

Title:

Production Support Analyst

You’ll Report To:
Manager of IT Business Analysis

The Production Support Analyst is responsible for managing and resolving application support tickets and production incidents for American Integrity’s internal Policy, Claims, and Billing administration applications and integrated APIs. This role serves as the frontline support liaison between business users and the IT development team, ensuring system stability, timely issue resolution, and continuous improvement of our applications and workflows.

This position plays a critical role in maintaining production system performance, supporting system releases, troubleshooting defects, and coordinating with cross‑functional teams to minimize operational disruption.

• Manage and prioritize production support and help desk ticket queues, ensuring timely triage, resolution, and escalation of incidents.
• Serve as the primary point of contact for system‑related issues impacting internal applications and connected APIs.
• Investigate, analyze, document, and resolve production defects; perform root cause analysis (RCA) and partner with development teams for permanent fixes.
• Collaborate with developers, QA, and business stakeholders to troubleshoot end‑to‑end technical solutions.
• Support deployment activities by coordinating and executing system releases across various environments (DEV, UAT, PROD).
• Participate in change management processes, including documentation and change review meetings as required.
• Create and maintain technical and process documentation related to known issues, system workflows, and resolutions.
• Develop and modify scripts or queries (as needed) to assist in troubleshooting or resolving production issues.
• Communicate issue status, resolution timelines, and impact clearly to stakeholders at multiple organizational levels.
• Identify opportunities for system and workflow improvements and partner with IT and business teams to implement enhancements.
• Track recurring issues and recommend long‑term corrective actions.

Education:

Bachelor’s Degree in Information Technology, Computer Science, Business, or related field, or equivalent combination of education and experience.

Experience:

Two (2) to Four (4) years of experience in application support, production support, help desk, or technical support roles. Experience in Property & Casualty (P&C) Insurance, preferred. Experience working in Agile or structured SDLC environments, preferred.

• Strong incident…