Product Support Engineer (InsurTech)

TL;DR

Product Support Engineer (InsurTech): Serve as the first point of contact for enterprise customers addressing technical questions and resolving production issues on the AI-powered insurance platform with an accent on troubleshooting, API integrations, and monitoring tools. Focus on diagnosing root causes, triaging escalations to engineering, and creating self-service documentation.

Location: Remote within the UK, must be currently based in the UK with full rights to work (no sponsorship)

Company

hirify.global, now part of Applied Systems, is an AI-powered platform transforming how insurers and brokers connect, operate, and grow.

What you will do

• Serve as primary contact for technical support requests from enterprise customers.
• Diagnose and resolve production issues, including platform troubleshooting.
• Triage and escalate complex issues to engineering with detailed documentation.
• Answer questions on platform functionality, integrations, and configuration.
• Maintain records of interactions and collaborate on product enhancements.
• Build knowledge base, conduct post-mortems, and guide customers on best practices.

Requirements

• Experience in client-facing technical support or analyst role.
• Practical experience with REST API.
• Strong knowledge of Python.
• Experience troubleshooting production environments and testing features.
• Proven ability to diagnose and resolve technical issues.
• Experience with monitoring tools like Datadog and Postman.
• Familiarity with Github and excellent communication skills.

Nice to have

• Experience building support functions.
• Engineering or QA background.
• Work with SaaS B2B enterprise customers.
• Knowledge of insurance/InsurTech, underwriting workflows.
• Exposure to AI technologies and SaaS/AI product configuration.

Culture & Benefits

• Flexible working and remote options.
• Professional development budget and conference access.
• Annual company retreats.
• Mission-driven culture valuing diversity, flexibility, and people first.