Support Engineer III
Core
Provide advanced domain-specific technical support for insurance applications, troubleshooting complex incidents, and creating knowledge base articles to resolve customer pain points.
Role type
Senior Support Engineer (Insurance Domain)
Builds
Knowledge base articles and problem records for insurance application support
Domain
Insurance / Mainframe Application Support
Deliverable
dashboards & analysis
Required skills
Mainframe application support, Insurance application support, Software debugging, ITIL practices, ServiceNow, Zendesk, Dynatrace, ELK, Incident management, Problem management, Root cause analysis
Preferred skills
Agile methodologies, Jira, Offshore resource collaboration, Enterprise architecture understanding
Technologies
ServiceNow, Zendesk, Dynatrace, ELK, Jira
Responsibilities
Troubleshoot and resolve complex customer-facing incidents for insurance applications; Create and update knowledge base articles based on incident trends; Collaborate with Tier 1, Tier 2, and engineering teams to escalate and resolve issues; Conduct root cause analysis and link incidents to problem records; Represent the voice of the customer to identify and communicate domain pain points.
Seniority
Senior, hands-on IC
