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Insurance Office of America · 10 hours ago

Software Support Engineer

Charlotte, NC

Full-time

Hybrid

Mid Level

$60K/yr - $101K/yr

3+ years exp

Insurance Office of America is seeking a Software Support Engineer to provide technical support for their enterprise application suite. The role involves diagnosing complex technical issues, managing incident responses, and collaborating with various teams to enhance application adoption and resolve problems.

Insurance

H1B Sponsor Likely

Responsibilities

Tier 2/3 Technical Support: Diagnose and resolve complex technical issues related to our enterprise software suite. Participates in on-call rotation

Incident Management: Lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime for carriers and agents

Knowledge Engineering: Document common technical hurdles and create troubleshooting playbooks specifically for the 'black box' elements of AI tools (e.g., why a specific claim was flagged for manual review)

Cross-Functional Collaboration: Act as the technical 'voice of the customer,' providing feedback to the Product and engineering teams on recurring bugs or integration friction points within the ecosystem

Manage Software Requests: Handle, research, and resolve software-related requests for assistance (incidents, problems)

Perform Triage Functions: Troubleshoot software and identify root causes of software problems

Analyze Software Errors: Analyze software-related errors, alerts, issues, and propose solutions

Configure Applications: Configure application workflows, monitors, alerts, reports, and SQL queries

Administer Applications: Administer and configure enterprise applications

Test Solutions: Test (verify) solutions using manual and automated testing tools before implementation

Provide Technical Support: Perform technical support functions related to all IOA software systems

Document Activities: Document software support activities thoroughly, accurately, and in a timely manner

Make Quick Decisions: Make decisions quickly, sometimes with limited information

Review Work Logs: Periodically review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement

Complete Projects: Independently complete small to medium projects

Policy Compliance: Stay updated on company policies and procedures

Continuous Improvement: Seek and adopt best practices to improve individual and team performance

Champion IOA Values: Demonstrate integrity and leadership

Qualification

Enterprise application supportCloud-based applicationsSQLJavaScriptITIL Foundations CertificationAnalytical skillsMulti-tasking skillsProblem-solving skillsDecision-making skillsCommunication skillsOrganizational skillsAttention to detail

Required

3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog or comparable

3+ years of experience supporting cloud-based applications, SQL, and JavaScript

Bachelor's Degree in a technical field or higher

Demonstrated experience with relational databases

ITIL Foundations Certification

Strong analytical, problem-solving, and decision-making skills

Excellent multi-tasking, organizational, and prioritization skills

Outstanding verbal and written communication skills

Ability to perform large work volumes with high degrees of accuracy and attention to detail

Experience working in a remote environment

Ability to translate complex technical workflows into plain language for non-technical insurance stakeholders

Benefits

Competitive salaries and bonus potential

Company-paid health insurance

Paid holidays, vacations, and sick time

401K with employer match

Professional growth and career progression opportunities

Respectful culture and work/family life balance

Community service commitment

Supportive teammates and a rewarding work environment

Company

Insurance Office of America

Insurance Office of America is a full-service insurance agency.

Founded in 1988

Longwood, Florida, USA

1001-5000 employees

http://www.ioausa.com

H1B Sponsorship

Insurance Office of America 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 (1)

2022 (1)