**Please note: Trean will not sponsor applicants for work visas.**

Position Summary:

We are seeking a highly skilled and customer-focused Senior Technical Support Specialist to join our team. The ideal candidate possesses deep technical expertise, strong problem-solving abilities, and a passion for delivering exceptional support in a SaaS environment. This role requires 5+ years of technical support experience, with at least 2 years handling advanced technical escalations. The candidate must be adept at working independently while fostering collaboration across teams. Strong organizational skills are essential for managing multiple priorities, including supporting our insurance claims and policy application platforms.

Key Responsibilities & Essential Functions:

• Configure application platforms to meet end-user specifications.
• Test application configurations and workflows to ensure proper data integration and functionality.
• Troubleshoot APIs and utilize tools such as Postman and REST API for diagnostics.
• Provide technical coaching and oversight to internal support team members, ensuring productivity and quality standards.
• Write advanced SQL queries to analyze and manage large data sets.
• Utilize Salesforce ticketing systems or other CRM tools to manage customer interactions and issue tracking.
• Deliver outstanding customer service, effectively communicating technical concepts to non-technical users.
• Exhibit strong analytical and problem-solving skills, demonstrating attention to detail and follow-through.
• Build and maintain cross-functional relationships with IT and business operations teams.
• Perform additional duties and responsibilities as needed.

Requirements

Minimum Qualifications:

• Bachelor's degree in computer science, Computer Engineering, or a related field preferred. In lieu of a degree, 7+ years of relevant experience will be considered.
• 5+ years of advanced application support in complex SaaS environments.
• Proficiency in SQL, JavaScript, and XML.
• Experience with P&C Insurance Claims, Policy, or Billing systems is preferred.

Confidential Information:

All information (written, verbal, electronic, etc.) encountered while working at the company is considered confidential. Employees are expected to adhere to corporate policies, guidelines, and applicable laws regarding data privacy and security.

Working Conditions:

• This is a remote position based in the US Central and Eastern Time Zones.
• This role involves using standard office equipment and requires the physical demands of a normal office position with some light lifting.

Disclaimer:

This job description is not a contract of employment. Employment is at-will and subject to change at the discretion of the company. This document outlines the minimum requirements and major responsibilities but does not encompass all duties. The company reserves the right to modify and update this job description as necessary.

Salary Description

75,000-94,000