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For Companies At a Glance
- Tasks: Be the go-to person for enterprise customers, solving their tech issues and providing expert support.
- Company: Join Cytora, a forward-thinking company transforming the insurance industry with AI solutions.
- Benefits: Enjoy flexible working, competitive salary, professional development budget, and annual retreats.
- Why this job: Make a real impact by helping customers succeed with innovative technology.
- Qualifications: Experience in technical support, strong Python skills, and excellent communication abilities.
- Other info: Remote role based in the UK with great career growth opportunities.
The predicted salary is between 28800 - 48000 £ per year.
As a Product Support Engineer, you will be the first point of contact for enterprise customers, addressing their technical questions and resolving issues that arise in production environments. You play a key role in ensuring our customers achieve success with the Cytora Platform by providing timely support, clear guidance and expert troubleshooting. Your ability to understand the technical architecture and workflows of our platform will be critical in identifying root causes and delivering effective solutions.
What you’ll do
- Serve as the primary contact for technical support requests from enterprise customers.
- Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems.
- Triage and escape complex issues to engineering teams with clear documentation of diagnostics and context.
- Respond to customer questions about platform functionality, integrations, and configuration.
- Maintain detailed records of all customer interactions and resolutions in the support system.
- Collaborate with internal teams to ensure customer feedback informs product enhancements.
- Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources.
- Conduct post-mortems to identify root causes and recommend preventive measures.
- Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform effectively.
- Write self-serve troubleshooting documentation for customers and internal Centre of Excellence.
What you bring
Must Have
- Experience in a client-facing elevated technical support or analyst role.
- Practical experience in working with REST API.
- Strong knowledge of Python.
- Experience in troubleshooting production environments and testing new features.
- Proven ability to diagnose and resolve technical issues.
- Experience navigating monitoring tools like Datadog.
- Extensive experience working with Postman.
- Familiarity with GitHub.
- Excellent communication and interpersonal skills to manage customer communication.
Desirable
- Experience building BAU and production support function.
- Engineering or QA background.
- Experience working with SaaS B2B enterprise customers.
- Knowledge of the insurance or InsurTech industry.
- Familiarity with underwriting workflows and schemas.
- Exposure to AI or Generative AI technologies.
- Experience in configuring and testing SaaS or AI-based products.
Why Cytora
We’re building the future of insurance and we’re doing it together. At Cytora, now part of Applied Systems, we’re driven by a shared mission to transform the industry through AI-powered solutions that deliver smarter decisions, stronger connections and better outcomes. We foster a culture that values who you are and recognise that you’re more than your role: you’re a teammate, and you matter. We thrive on the strength of our diverse experiences and celebrate the uniqueness each person brings to work every day. We believe flexibility fuels performance. Whether remote, hybrid or in-office, we empower our teams to work in ways that work best for them.
Benefits
- Competitive salary
- Flexible working and remote options
- Professional development budget & conference access
- Annual company retreats
- A mission-driven culture that puts people first
Location
This role is remote and we are looking for individuals based in the UK. The role is only suited for professionals currently based in the UK with full rights to work, as we don’t offer sponsorship at this stage.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and inclusion are a business imperative and part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain and promote regardless of race, religion, colour, national origin, sexual orientation, gender identity, disability, age, veteran status and other protected status as required by applicable law.
Seniority Level: Entry level
Employment type: Full-time
Job function: Information Technology, Software Development
Product Support Engineer employer: Cytora
Contact Detail:
Cytora Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer
✨Tip Number 1
Get to know the company inside out! Research Cytora's products, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Brush up on your Python and REST API knowledge, as well as troubleshooting techniques. Being able to demonstrate your expertise during interviews can really set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn, join relevant groups, and engage in discussions. This can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about the role. Don’t miss out!
We think you need these skills to ace Product Support Engineer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Engineer role. Highlight your experience with REST APIs, Python, and any client-facing technical support roles you've had. We want to see how your skills align with what we're looking for!
Show Off Your Troubleshooting Skills: In your application, give examples of how you've diagnosed and resolved technical issues in production environments. We love seeing real-world examples that demonstrate your problem-solving abilities, so don’t hold back!
Communicate Clearly: Since this role involves a lot of customer interaction, make sure your written communication is clear and concise. Use straightforward language and avoid jargon unless necessary. We appreciate clarity just as much as you do!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Cytora
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around REST APIs and Python. Be ready to discuss your experience troubleshooting production environments and how you've used tools like Postman and Datadog in real scenarios.
✨Customer-Centric Mindset
Since you'll be the first point of contact for enterprise customers, think about how you can demonstrate your excellent communication skills. Prepare examples of how you've successfully managed customer interactions and resolved issues in the past.
✨Showcase Problem-Solving Skills
Be prepared to walk through a couple of technical problems you've solved. Highlight your thought process in diagnosing issues and how you triaged complex problems to engineering teams. This will show your analytical skills and ability to work under pressure.
✨Engage with the Company Culture
Cytora values diversity and collaboration, so do some research on their mission and culture. Think about how your personal values align with theirs and be ready to discuss how you can contribute to their team dynamic and support their goals.
