Full-Time Enterprise Technical Support Engineer

We are seeking an Enterprise Support Engineer with strong Insurance industry expertise to join our team.

Role Overview: This role is critical in providing exceptional technical support to enterprise and insurance clients, acting as a dedicated technical liaison.

Key Responsibilities:

• Manage support cases for enterprise and insurance customers, focusing on their unique needs and workflows.
• Act as the primary technical point of contact for the Insurance Vertical, ensuring excellent support delivery.
• Create and curate support reports, using the Betterview platform.
• Support and monitor the Impact Response Dashboard.
• Assist with escalated cases, triaging, and resolving complex technical challenges.
• Develop training materials (video, written, and blog content) for onboarding and product adoption, specifically for insurance clients.
• Review and improve support documentation, emphasizing insurance-specific use cases.
• Lead premium support engagements with enterprise and insurance customers.
• Offer technical mentorship to other support team members.
• Ensure SLA compliance across all assigned cases.
• Meet individual KPIs.
• Assist with onboarding and training of new Technical Support Engineers.
• Collaborate cross-functionally to improve proactive support offerings.
• Escalate complex bugs in custom code and integrations, particularly for insurance workflows.
• Continuously develop technical skills and share knowledge with the wider team.

Key Requirements:

• 5+ years of experience in a Technical Support role for business-critical products.
• 2+ years of experience working with or supporting Insurance customers/industry.
• Experience with GIS/CAD platforms (Esri Suite, AutoCAD).
• Exposure to 3D imagery tools (ArcGIS Pro, Cesium, Unity, Unreal Engine).
• Strong API troubleshooting and custom integration experience.
• Familiarity with remote sensing, photogrammetry, and aerial imagery applications.
• Programming skills (Python, JavaScript, or related).
• Bachelor's degree in a related field (GIS, Data Science, Computer Science, Engineering).

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