Product Support Senior Associate
Core
Front-line escalation handler diagnosing and resolving complex issues between day-to-day support and deep technical investigation for a life insurance technology platform.
Role type
Senior IC Product Support Associate
Builds
Resolves escalated cases end-to-end, maintains internal knowledge base, and ensures accurate customer communication.
Domain
Life Insurance Technology / SaaS Support
Deliverable
client delivery
Required skills
troubleshooting, root cause analysis, case management, analytical instincts, technical curiosity, written communication, verbal communication, organization, ownership
Preferred skills
experience with Datadog, Amplitude, Salesforce
Technologies
Datadog, Amplitude, Salesforce
Responsibilities
Triage incoming escalated issues from internal teams and customers; diagnose root cause and resolve directly or loop in engineering; communicate status and set expectations with stakeholders; handle live phone troubleshooting when necessary; identify recurring patterns to build permanent fixes and update knowledge base; meet defined service levels for response and resolution.
Seniority
Mid-level, hands-on IC
