Senior Technical Support Engineer

Who we are At BriteCore, we’re a dynamic, forward-thinking company on a mission to empower Property & Casualty (P&C) insurers to grow their business and achieve operational efficiencies with modern cloud-native technology. Our software platform is mission-critical, enabling carrier customers to manage policies, billing, and claims with an all-in-one core insurance solution that delivers real-time analytics and digital portals for agents and policyholders. While others rely on outdated solutions, we’re leading the shift towards modern cloud technology. With a commitment to continuous innovation, BriteCore delivers new capabilities and enhancements with a flexible and scalable core insurance platform designed to meet the evolving needs of insurers. We believe in creating an inclusive and collaborative work environment where team members are encouraged to share ideas, challenge the status quo, and grow both personally and professionally. Our distributed team is united by a shared passion for transforming the insurance industry and delivering exceptional service. Join us at BriteCore and be part of a company that’s shaping the future of insurance technology. You’ll have the opportunity to work with talented individuals and make an impact. Your contributions will make a difference. If you’re ready to create something different, let’s build the future of insurance software together. Life at BriteCore We take pride in our dynamic, diverse team, unified by shared values of community, integrity, grit and impact. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, color, national origin, religion, age, gender identity, sexual orientation, veteran, disability or any other legally protected rights that one has. Click here to learn more about our platform.

What you'll do

Forge strong relationships with our customers, leveraging phone, email and video to quickly resolve challenging issues and offer hands-on guidance on BriteCore's features and setup

Provide personalized support to our customers, answering their complex questions about BriteCore's capabilities in order to ensure our customers are optimizing our platform

Dive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution

Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities

Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes

Test API endpoints

Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets

Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance

What you'll bring

Full Degree in Computer Science or related field

4+ years of experience working through complex ticketing

2+ years serving as a central technical services contact for enterprise clients

Advanced MySQL abilities with expertise in query execution and data analysis

Intermediate Python coding skills, with a high proficiency at reading Python code

Experience communicating with customers via phone, email and video chat

Skilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasks

Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure

Proficiency in Bash shell scripting

Excellent verbal and written communication skills

Bonus points

Experience working at a scaling startup

Experience working with Zendesk

Hands-on experience working with Python web development, Django and/or Web.py