Senior Technical Support Engineer - BriteCore

About BriteCore

At BriteCore, we’re a dynamic, forward-thinking company on a mission to empower Property & Casualty (P&C) insurers to grow their business and achieve operational efficiencies with modern cloud-native technology.

Our software platform is mission-critical, enabling carrier customers to manage policies, billing, and claims with an all-in-one core insurance solution that delivers real-time analytics and digital portals for agents and policyholders. While others rely on outdated solutions, we’re leading the shift towards modern cloud technology. With a commitment to continuous innovation, BriteCore delivers new capabilities and enhancements with a flexible and scalable core insurance platform designed to meet the evolving needs of insurers.

We believe in creating an inclusive and collaborative work environment where team members are encouraged to share ideas, challenge the status quo, and grow both personally and professionally. Our distributed team is united by a shared passion for transforming the insurance industry and delivering exceptional service.

About the Role

We are looking for a Senior Technical Support Engineer to join our technical services team. As a key member of the team, you will be responsible for helping BriteCore’s customers solve complex challenges to ensure their success with our Policy Administration System (PAS). You will play an impactful role in troubleshooting complex issues, delivering timely resolutions, and maintaining high levels of customer satisfaction.

This position is ideal for someone who enjoys working directly with customers, excels at problem solving on the fly, and is passionate about server upkeep and relational data analysis. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.

This is a fully remote, long-term Independent Contractor position. Candidates must be located in Argentina. Please submit your resume in English.

What You'll Do

• Forge strong relationships with customers, leveraging phone, email, and video to quickly resolve challenging issues and offer hands-on guidance on BriteCore's features and setup
• Provide personalized support to customers, answering complex questions about BriteCore's capabilities to ensure optimal platform usage
• Dive into debuggers, logs, stack traces, MySQL, Datadog, and Python code to understand application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities
• Document reproducible Jira defect reports and customer-facing issue resolutions along with best-practice technical notes
• Test API endpoints
• Streamline and upgrade legacy data delivery and reporting solutions, leveraging MySQL and QuickSight datasets
• Collaborate with DevOps to implement effective Datadog monitoring for uptime and scalability, ensuring top-notch performance

What You'll Bring

• Degree in Computer Science or a related field
• 4+ years of experience working through complex technical ticketing
• 2+ years serving as a central technical services contact for enterprise clients
• Advanced MySQL abilities with expertise in query execution and data analysis
• Intermediate Python coding skills, with high proficiency in reading Python code
• Experience communicating with customers via phone, email, and video chat
• Skilled in Linux environments, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology, and AWS Cloud Infrastructure
• Proficiency in Bash shell scripting
• Excellent verbal and written communication skills in English

Bonus Points

• Experience working at a scaling startup
• Experience working with Zendesk
• Hands-on experience working with Python web development, Django, and/or Web.py