Description Please note that Insurity will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied through our careers site. When interviewing for a position, the candidate experience will include live interaction, such as a video or telephone call, with a Recruiter and/or company employee(s). We will never ask for any money or payments from applicants at any point in the recruitment process. Recruiters will only reach out from an insurity.com email address; no other email addresses will be used. Examples of fraudulent email addresses that have been used end with @insurityjobs.us. Be aware of suspicious recruitment activity. If you think you are a victim of an employment scam, you may contact your local law enforcement agency and/or visit the Federal Trade Commission website here:
Who We Are
Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world's most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people-providing the tools, support, and opportunities they need to grow and succeed.
We don't just make bold promises-we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.
While our technology sets us apart, it's our people who truly make the difference. At Insurity, you'll collaborate with some of the most creative and knowledgeable minds in insurance tech-in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.
Ready to grow your career with an industry leader? Apply today-we're excited to welcome you. #UatInsurity
Insurity's Next Product Support Analyst
We're looking for a technical problem-solver who thrives on diagnosing complex issues and delivering effective solutions for our clients. This role is ideal for someone who enjoys working independently while collaborating with cross-functional teams, ensuring timely resolution of technical challenges, and contributing to continuous improvement initiatives. You'll play a key role in supporting our cloud-native insurance software, helping clients succeed in the Property & Casualty Insurance space.
What Our Product Support Analyst Will Do
- Execute the triaging of all incoming tickets including properly identifying billable work
- Provide day-to-day support and troubleshoot low to medium complexity customer issues/requests
- Update workflow management system and customer-facing tools with the most current ticket information.
- Execute and coordinate known data maintenance scripts with the appropriate teams
- Escalate issues to appropriate resources per established procedures and ensure follow up to resolution
- Contribute to the knowledge base for training and knowledge transfer purposes
- Assist with functional root-cause analysis of incidents
- Contribute continuous improvement ideas to reduce customer dependency on support for low added-value incidents, improve quality, and improve level of service
- Provide tool self-service support for customers
- Be available to assist in ad-hoc training for customers, internal users, new employees, etc., if needed
- Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.
- Stay abreast of current products offered.
- Work effectively with other departments when submitting customer feedback on tickets
- To meet the needs of our customers, working outside of normal business hours, weekends and holidays is required. Ability to cover multiple shifts including Asia Pacific, EU, US East, and West Coast time's zones.
- Externally communicate with Third Part Software Suppliers and Partners
- Consistently strives to exceed goals.
- Other duties as assigned.
Who We're Looking For
- 2 to 4 years in a support, development, or consultancy environment
- Bachelor's degree in a related field (equivalent work experience may be considered)
- SQL proficiency
- Web-based troubleshooting tools
- Strong analytical and critical thinking
- Active listening and empathy
- Time management and prioritization
- Ability to learn insurance workflows and SaaS products quickly
- Flexible to work outside normal business hours, weekends, and holidays
- Proficient in Microsoft Word, Excel, and PowerPoint
What's In It For U
Work Where You Thrive
Find the work environment that supports your best-whether that's remote, in-office, or hybrid-depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
Take Time When You Need It
We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
Benefits That Start on Day One
Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day-because we know how important these are to you.
Living Our Values Every Day
Our core values are more than words on a wall-they guide how we hire, grow, and retain the very best talent.
Award-Winning Onboarding
From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
Grow Your Career from Within
We believe in promoting from within. In fact, over 20% of our open roles are filled by internal candidates.
Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
Stay Connected with Coffee for Two
Our unique internal networking program helps you build meaningful connections across teams and departments-one virtual coffee chat at a time.
Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan-because continuous development is key to success.
Invest in Your Future-And Your Family's
Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
Earn When You Refer
Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.
We have five Core Values at Insurity; one of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. We continuously analyze and update our salary ranges for our roles according to market trends to not only ensure our employees are paid fairly, but also help close gender, race, and disability wage gaps. Along with the benefits listed above, the career level salary range for this role is 60,000 - 103,000 USD. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications. If your application advances, your recruiter will review these details with you during a video interview.
Languages for Qubec candidates: The knowledge of French is required for positions permanently located in Quebec. The English language is required for this position in order to communicate with clients, partners, and colleagues, who are strictly located outside of Qubec. French-language training will be offered to candidates who do not have a good knowledge of French.
Insurity is proud to be an Equal Opportunity Employer
We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.
#LI-Remote
Never miss an opportunity! Create an alert based on the job you applied for.
