Technical Support Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer in United States.

This is a unique opportunity to join a fast-growing AI company transforming the insurance industry through cutting-edge technology and intelligent automation. In this role, you will act as a trusted technical expert supporting enterprise clients who rely on advanced AI-driven workflows for critical business decisions. You’ll investigate complex technical issues, coordinate resolutions across teams, and help build scalable support operations for a rapidly evolving platform. The position combines deep technical problem-solving with customer-facing communication, making it ideal for someone who thrives in high-impact, fast-paced environments. You’ll collaborate closely with Product, Engineering, and Client Success teams while gaining expertise in sophisticated SaaS systems and AI-powered workflows. Working remotely alongside a globally distributed and highly ambitious team, you’ll have the chance to make a direct impact on both customer outcomes and product evolution.

• Investigate and resolve complex technical issues across AI-powered SaaS workflows and enterprise customer environments.
• Manage support cases end-to-end, ensuring timely responses, accurate troubleshooting, and effective resolutions.
• Differentiate between product bugs, expected system behavior, configuration issues, and user education opportunities.
• Communicate clearly and professionally with enterprise customers, providing concise and technically accurate guidance.
• Collaborate closely with Engineering teams by documenting confirmed issues with detailed diagnostic information and escalation context.
• Identify recurring customer issues and operational trends, surfacing insights to Product and Client Success teams for long-term improvements.
• Develop deep product expertise across workflows, integrations, edge cases, and customer implementations.
• Contribute to operational improvements, support documentation, and scalable support processes that enhance customer experience and efficiency.

Requirements:

• 3–5 years of experience in Technical Support Engineering, Technical Solutions, or another customer-facing technical role within a B2B SaaS environment.
• Strong experience troubleshooting complex, data-heavy SaaS platforms and enterprise software systems.
• Excellent written communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Proven ability to work independently, manage support queues effectively, and consistently meet response and resolution targets.
• Comfortable operating in fast-paced and ambiguous environments where critical thinking and adaptability are essential.
• Strong analytical mindset with the ability to combine quantitative insights and operational judgment to solve problems.
• Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams.
• Highly organized, proactive, and customer-focused with a strong sense of ownership and accountability.
• Experience in insurtech or fintech environments is considered a strong advantage.

Benefits:

• Competitive salary ranging from $85,000 to $135,000 USD, based on experience and location.
• Significant equity package with long-term growth potential.
• 401(k) plan with employer matching contributions.
• Comprehensive healthcare coverage including fully covered medical, dental, and vision plans for employees and families.
• Fully remote work environment within the United States.
• 20 days of paid time off annually.
• Annual global team offsites and international company retreats.
• Wellness and gym stipend plus mobile phone reimbursement.
• Continuing education support and professional development opportunities.
• Opportunity to work alongside a highly talented, mission-driven, and globally distributed team building impactful AI solutions.