Product Support Engineer

About Cytora

Cytora is a leading Insurtech business that has traded successfully since 2012 and has successfully completed Series B funding. You will often find us talked about as a technology leader and innovator in the insurance market who are right at the cutting edge of market transformation.

Our core focus is helping insurers digitise risks as they arrive to unlock the value of external data, automated triage, etc. We are doing this for risks that insurers have tried to e-trade but have struggled with predominantly in SME, Mid Market and Specialty.

We are working with market leading insurers and innovators alike across the US, Europe and Australia.

The Role

As a  Product Support Engineer, you will be the first point of contact for enterprise customers, addressing their technical questions and resolving issues that arise in production environments. You will play a key role in ensuring our customers achieve success with the Cytora platform by providing timely support, clear guidance, and expert troubleshooting. Your ability to understand the technical architecture and workflows of our platform will be critical in identifying root causes and delivering effective solutions.

Key Responsibilities:

• 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 advisor, guiding customers on best practices for using the Cytora platform effectively.

Requirements

Must Have:

• Experience in a client-facing technical support or analyst role.

• Strong knowledge of APIs, python.

• Experience in troubleshooting production environments. 

• Proven ability to diagnose and resolve technical issues.

• Experience navigating monitoring tools like Datadog. 

• Familiarity with tools like Postman or Github.

• Excellent communication and interpersonal skills to manage customer communication.

Desirable:

• Experience building BAU and production support function. 

• Engineering or QA background. 

• Experience working with SaaS B2B enterprise customers.

• Knowledge of the insurance or InsurTech industry.

• Familiarity with underwriting workflows and schemas.

• Exposure to AI or Generative AI technologies.

• Experience in configuring and testing SaaS or AI-based products.

Benefits

• Stock options

• Private health insurance (UK Only)

• Choice of laptop

• Flexi-working

• Work from anywhere budget

• L&D Budget

• Offsites

Location

Cytora are a remote-first company. You can be located anywhere in the UK, (Spain, Austria or Ireland - we hire via an EOR model) for this role.

Equal Opportunities

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.