Application Support Engineer I

Location: Hybrid, Curitiba, Brazil

Company

Develops cloud-based software for property and casualty insurance providers, including core applications for policy sales and underwriting, claims settlement, billing, data management, digital portals, predictive analytics, and AI.

What you will do

• Own end-to-end troubleshooting and resolution of application support cases, from triage and root cause analysis through workaround and final fix coordination.
• Investigate issues in customer cloud environments by reviewing logs, configurations, integrations, and data.
• Collaborate with Product Development & Operations, Professional Services, and other experts on deeper technical changes.
• Communicate with customers, provide status updates, explain technical findings, and manage expectations during incidents.
• Provision, rebuild, configure, and restore cloud services while following runbooks and quality, reliability, and security standards.
• Create knowledge articles and runbooks, manage incidents against SLAs, and identify improvements that reduce incident volume and resolution time.

Requirements

• Demonstrated ability to embrace AI and apply it to the role, using data-driven insights to support innovation, productivity, and continuous improvement.
• Foundational experience in application or technical support, service operations, or software troubleshooting, including internships, academic projects, or equivalent practical experience.
• Solid understanding of web applications, HTTP, REST APIs, databases, and logs, with the ability to debug issues across multiple layers of a stack.
• Familiarity with at least one scripting or programming language, such as Java, Python, JavaScript, or similar, and willingness to deepen technical skills.
• Strong analytical and problem-solving skills with a structured approach to isolating issues and proposing pragmatic workarounds or solutions.
• Clear written and verbal communication skills in English, including the ability to explain technical findings to customers.
• Growth mindset and curiosity to learn the products, the P&C insurance domain, and modern cloud technologies.
• Reliable teamwork and collaboration skills, including openness to feedback, knowledge sharing, and work across global, cross-functional teams.

Nice to have

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field, or equivalent practical experience.
• Experience supporting SaaS or cloud-hosted applications, including AWS, Kubernetes, or similar environments.
• Exposure to IT service management concepts such as incident, problem, and change management, and experience with ticketing tools.
• Familiarity with observability or monitoring tools, including logs, metrics, and traces, for incident investigation.
• Experience creating technical documentation, FAQs, or knowledge base content for internal or external audiences.

Culture & Benefits

• Hybrid and flexible work environment.
• Health and wellness benefits.
• Paid time off programs, including volunteer time off.
• Market-competitive pay and incentive programs.
• Continual development and internal career growth opportunities.
• Structured onboarding, product training, and shadowing with experienced engineers on customer cases.