Hexure ยท 3 hours ago
Tier 1 Production Support Analyst
United States
Full-time
Remote
Entry, Mid Level
$56K/yr - $63K/yr
1+ years expHexure is a company focused on transforming the insurance and financial services industry through innovative sales solutions. They are seeking a Tier 1 Production Support Analyst who will provide front-line technical support for their SaaS products, focusing on triage, troubleshooting, and resolution of customer-reported issues.
Financial ServicesInformation ServicesInformation TechnologySoftware
Responsibilities
Acknowledge, triage, and resolve client tickets within published SLAs using Jira Service Management
Document troubleshooting steps and resolutions in Confluence and/or SharePoint; contribute at least one knowledge article per month
Proactively communicate ticket status and next steps to clients and internal stakeholders
Identify incident patterns and suggest process or documentation improvements to reduce repeat issues
Escalate promptly to Sr Tier 1 or Tier 2 for issues beyond scope, providing complete context and reproduction steps
Perform first-contact investigation: validate issue details, reproduce defects, gather logs/screenshots, and confirm environment/permissions
Execute standard runbooks for common requests (account access, configuration questions, connectivity checks)
Support Hexure SaaS product requests on our quoting tools and manage basic FireLight account provisioning within defined procedures
Participate in phone/virtual sessions for real-time troubleshooting when needed
Maintain ticket hygiene (accurate categorization, prioritization, and notes) to ensure reporting accuracy
SLA response and resolution compliance = target (e.g., =95%)
CSAT = target (e.g., =4.5/5)
Knowledge base contributions =1 per month
Backlog hygiene: aging tickets below threshold (e.g
Qualification
Required
1-2+ years providing direct end-user or application support
Strong communication, problem solving, and detail orientation
Comfort working in a fast-paced environment and following documented procedures
Preferred
SaaS experience preferred
Experience with online ticketing systems; Jira Service Management preferred
Insurance/financial services domain exposure is a plus
Benefits
Generous benefit packages - We offer our employees competitive health insurance options, including medical, dental, and vision plans, as well as long term and short-term disability insurance.
Pre-tax savings programs including flexible spending accounts, and a 401K that is competitively matched!
Lifestyle Spending Account. This provides an employee the flexibility to spend benefit dollars on the things that matter most to them.
Flexible Paid Time Off (PTO). Work-life balance is a key part of our company culture here at Hexure, and we know that our employees do their best work when they can take the time they need to rest and recharge.
Office Closures โ Inclusion and Diversity are integral to enhancing our culture. In support of this, we offer 10 companywide office closures and encourage all employees to use flexible PTO to celebrate religious or cultural holidays, employee birthdays, or other state or federal holidays that bring personal meaning.
In addition to all the standard PTO options, Hexure proudly offers a generous and progressive paid Modern Family Leave policy.
Professional Development - Hexure supports you and your professional development with curated learning paths and partnerships with external learning platforms.
We also have employee anniversary perks, health, and wellness programs, and much more!
Most benefits are effective on date of hire!
Company
Hexure
Hexure (formerly Insurance Technologies) offers sales automation solutions for the insurance and financial services industries.
201-500 employees
H1B Sponsorship
Hexure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
NexPhase Capital
2020-09-14Acquired
2014-11-30Private Equity
Leadership Team
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๐ณ๐ผ๐ฟ๐ฑ
CEO
Nageswaran (Nag) Vaidyanathan
EVP, Chief Technology Officer
Recent News
2025-11-10
2025-10-30
Company data provided by crunchbase