Product Support Engineer

• Be the first point of contact for enterprise customers, addressing technical questions and resolving production issues. • Play a key role in ensuring customers achieve success with the Cytora Platform by providing timely support, clear guidance, and expert troubleshooting. • Identify root causes and deliver effective solutions by understanding the technical architecture and workflows of the platform.

• Have experience in a client-facing elevated technical support or analyst role. • Have practical experience working with REST APIs. • Have strong knowledge of Python. • Have experience troubleshooting production environments and testing new features. • Have a proven ability to diagnose and resolve technical issues. • Have experience navigating monitoring tools like Datadog. • Have extensive experience working with Postman. • Have familiarity with GitHub. • Have excellent communication and interpersonal skills to manage customer communication.

• Have experience building BAU and production support functions. • Have an engineering or QA background. • Have experience working with SaaS B2B enterprise customers. • Have knowledge of the insurance or InsurTech industry. • Have familiarity with underwriting workflows and schemas. • Have exposure to AI or Generative AI technologies. • Have experience configuring and testing SaaS or AI-based products.

• 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 adviser guiding customers on best practices for using the Cytora Platform. • Write self-serve troubleshooting documentation for customers and the internal Centre of Excellence.

Do you want to work alongside some of the smartest ML, AI and software engineers in a supportive environment? Do you want to have a global positive impact on an essential insurance industry, want to truly learn as much as possible and sharpen your skills? Founded in 2014 in Cambridge, we believe Cytora is the perfect company if you want to work in one of the leading digital risk processing platforms in the world. With Cytora, global insurers such as Allianz, Beazley, and Chubb can digitise risk data at scale, turning unstructured information into structured, decision-ready formats. This helps them be more specific in measuring risk and providing insurance they feel comfortable with. In case you want to help the insurance industry measure better and more efficiently while working with some of the smartest people in the space, then Cytora is the place to be.

• Receive a competitive salary. • Work remotely with flexible working arrangements. • Access a professional development budget and conference attendance. • Attend annual company retreats. • Join a mission-driven culture that puts people first.

Cytora, now an Applied Systems company, is transforming how insurers and brokers connect, operate, and grow. The AI-powered platform drives smarter decisions, greater efficiency, and seamless collaboration across the global insurance ecosystem, accelerating digital transformation in the insurance industry.