Insurity · 3 days ago
Product Support Analyst
United States
Full-time
Remote
Entry, Mid Level
$60K/yr - $103K/yr
2+ years expInsurity is a leading cloud-based software provider for the Property & Casualty market, seeking a Product Support Analyst to diagnose and resolve technical issues for clients. The role involves collaborating with cross-functional teams to ensure timely resolution of customer requests and contributing to continuous improvement initiatives.
AnalyticsFinanceInsuranceInsurTechSoftware
Responsibilities
Execute the triaging of all incoming tickets including properly identifying billable work
Provide day-to-day support and troubleshoot low to medium complexity customer issues/requests
Update workflow management system and customer-facing tools with the most current ticket information
Execute and coordinate known data maintenance scripts with the appropriate teams
Escalate issues to appropriate resources per established procedures and ensure follow up to resolution
Contribute to the knowledge base for training and knowledge transfer purposes
Assist with functional root-cause analysis of incidents
Contribute continuous improvement ideas to reduce customer dependency on support for low added-value incidents, improve quality, and improve level of service
Provide tool self-service support for customers
Be available to assist in ad-hoc training for customers, internal users, new employees, etc., if needed
Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc
Stay abreast of current products offered
Work effectively with other departments when submitting customer feedback on tickets
To meet the needs of our customers, working outside of normal business hours, weekends and holidays is required. Ability to cover multiple shifts including Asia Pacific, EU, US East, and West Coast time’s zones
Externally communicate with Third Part Software Suppliers and Partners
Consistently strives to exceed goals
Other duties as assigned
Qualification
Required
2 to 4 years in a support, development, or consultancy environment
Bachelor's degree in a related field (equivalent work experience may be considered)
SQL proficiency
Web-based troubleshooting tools
Strong analytical and critical thinking
Active listening and empathy
Time management and prioritization
Ability to learn insurance workflows and SaaS products quickly
Flexible to work outside normal business hours, weekends, and holidays
Proficient in Microsoft Word, Excel, and PowerPoint
Benefits
Open PTO Policy
Comprehensive health coverage
Employer-matched retirement savings
Award-Winning Onboarding
Mentorship That Matters
Keep Learning, Always
Invest in Your Future—And Your Family’s
Employee Referral Bonus program
Company
Insurity
Insurity provides insurance companies with policy administration, claims, billing, and analytics software.
1001-5000 employees
H1B Sponsorship
Insurity 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 (3)
2024 (7)
2023 (12)
2022 (12)
2021 (7)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$49.75MKey Investors
TA Associates
2021-11-09Private Equity
2019-06-21Acquired
2016-06-29Private Equity
Leadership Team
Jeff Clarke
Chief Executive Officer
Jatin Atre
Chief Business Officer (GMs, P&L, Product, R&D Engineering, Support, Marketing & Customer Success)
Recent News
2026-01-11
2026-01-09
Company data provided by crunchbase