Product Support Engineer

Shape the Industry and Your Career At Cytora, now an Applied Systems company, we’re transforming how insurers and brokers connect, operate, and grow. Our AI-powered platform is driving smarter decisions, greater efficiency, and seamless collaboration across the global insurance ecosystem. As we accelerate digital transformation, we’re looking for curious, collaborative minds ready to help shape what’s next. If you’re energized by innovation and inspired by impact, your future starts here. Position Overview As a Product Support Engineer, you will be the first point of contact for enterprise customers, addressing their technical questions and resolving issues that arise in production environments. You will play a key role in ensuring our customers achieve success with the Cytora Platform by providing timely support, clear guidance, and expert troubleshooting. Your ability to understand the technical architecture and workflows of our platform will be critical in identifying root causes and delivering effective solutions. What you'll do Serve as the primary contact for technical support requests from enterprise customers. Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems. Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context. Respond to customer questions about platform functionality, integrations, and configuration. Maintain detailed records of all customer interactions and resolutions in the support system. Collaborate with internal teams to ensure customer feedback informs product enhancements. Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources. Conduct post-mortems to identify root causes and recommend preventive measures. Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively. Write self-serve troubleshooting documentation for customers and internal Centre of Excellence. What you bring: Must Have: Experience in a client-facing elevated technical support or analyst role. Practical experience in working with REST API. Ability to work with JSON schemas. Experience in troubleshooting production environments and testing new features. Proven ability to diagnose and resolve technical issues. Experience working with Postman/Datadog. Familiarity with Git. Excellent communication and interpersonal skills to manage customer communication. Desirable: Experience building BAU and production support function. Engineering or QA background. Experience working with SaaS B2B enterprise customers. Knowledge of the insurance or InsurTech industry. Familiarity with underwriting workflows and schemas. Exposure to AI or Generative AI technologies. Experience in configuring and testing SaaS or AI-based products. Why Cytora We’re building the future of insurance and we’re doing it together. At Cytora, now part of Applied Systems, we’re driven by a shared mission to transform the industry through AI-powered solutions that deliver smarter decisions, stronger connections, and better outcomes. We foster a culture that values who you are and recognizes that you’re more than your role: you’re a teammate, and you matter. We thrive on the strength of our diverse experiences and celebrate the uniqueness each person brings to work every day. We believe flexibility fuels performance. Whether remote, hybrid, or in-office, we empower our teams to work in ways that work best for them. Here’s what you can expect when you join us: Competitive salary Flexible working and remote options Professional development budget & conference access Annual company retreats A mission-driven culture that puts people first Location This role is remote and we are looking for individuals based in the West Coast or Mid of the USA Additionally, this role is only suited for professionals currently based in the US and have full rights to work as we don't offer sponsorship at this stage. Our targeted starting base salary in the United States for this position ranges from $90,000 to $110,000. To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans. EEO Statement Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law. Apply To This Job