Technical Support Engineer : Mid-Level - Five Sigma

Five Sigma offers an AI-native claims management platform for insurance companies. We build the most advanced, data-oriented claims platform in the industry, leveraging cutting-edge AI capabilities to help insurance companies handle claims faster and more efficiently.

About the Role:

We are looking for Technical Support Engineer with a passion for customer success. As a Customer Support Engineer, you will be responsible for managing and troubleshooting complex issues for Five Sigma customers. This is a customer-facing role that requires not only technical and product knowledge but also excellent communication skills to help our customers resolve their issues. You will have the opportunity to learn new technologies and potentially expand your role as the team grows. You will be empowered to understand our product deeply and contribute to how we can better serve our customers.

This is a fully remote position, and we are specifically looking for candidates based in the East Coast time zone.

Responsibilities:

• Provide best-in-class service to our customers, ensuring their success.
• Perform in-depth troubleshooting and manage complex client inquiries via our main support channels.
• Collaborate closely with internal teams such as Customer Success, Product, and Engineering to resolve customer issues and improve communication and efficiency.
• Reference technical documentation and contribute to building both internal and external documentation.
• Prioritize and manage multiple open issues simultaneously.
• 
  
• Become a product expert and assist internal teams as needed.

Requirements:

Requirements:

• 2-5 years of experience as a Support Engineer or in a similar role within a B2B SaaS company.
• Tech-savvy, with the ability to quickly learn new solutions, features, and functionalities.
• Excellent problem-solving skills, with the ability to multitask effectively while delivering exceptional customer service.
• A strong commitment to delivering excellent customer service, with a dedication to providing delightful customer experiences and the persistence to drive issues to resolution.
• The ability to provide clear, step-by-step instructions to customers, both verbally and in writing.
• The ability to thrive under pressure and manage time efficiently.
• Great interpersonal and communication skills, with high proficiency in English.
• SQL – Beginner to intermediate knowledge 
• Experience working with a ticketing platform (e.g., Zendesk, Freshdesk).

Advantage:

• Bachelor’s degree in Computer Science
• Previous experience in an insurtech company.
• Experience troubleshooting API issues using Postman..
• Ability to read and understand Python code (or any scripting language).

Salary range - 75-85K