Support Engineer III (Mainframe)

Location: Franklin, Wisconsin, United States; hybrid

Salary: $81,280–$121,920 per year. Geographic-specific ranges may apply, including $89,440–$134,160 and $93,440–$140,160.

Company

hirify.global is an insurance and financial services company focused on putting clients' interests at the center of its business.

What you will do

• Provide advanced technical support for mainframe and insurance applications and services.
• Open, document, analyze, and resolve complex customer incidents and requests.
• Diagnose application and technology issues using knowledge bases and troubleshooting tools.
• Create and update customer and support knowledge articles based on incident trends and recurring pain points.
• Represent the voice of the customer and collaborate across business, product, support, and engineering teams.
• Identify recurring issues, open problem records, and coordinate escalations across Tier 1, Tier 2, and Tier 3 support.

Requirements

• Bachelor’s degree in computer science, information technology, management information systems, a related field, or equivalent experience.
• 5+ years of mainframe application development and support experience.
• 3–5 years of insurance application development and support experience.
• 2+ years of software engineering, debugging, analysis, and documentation experience.
• Knowledge of automation, ITIL practices, ServiceNow, Zendesk, Dynatrace, and ELK.
• Experience with Agile methodologies, Jira, application architecture, system integration, deployment, and release management.

Culture & Benefits

• Hybrid work environment.
• Collaborative work with offshore support resources, business teams, and digital product teams.
• Focus on continuous learning, customer advocacy, and cross-functional partnership.
• Equal opportunity workplace committed to inclusion and employee development.