Product Support Analyst

Insurity

4d•Remote

About The Position

The Product Support Analyst will provide technical and functional support for Insurity’s insurance-based SaaS products. This role involves troubleshooting low to high complexity issues, analyzing API requests and responses, executing data maintenance scripts, and collaborating across teams to ensure timely resolution. The ideal candidate is detail-oriented, analytical, and eager to learn insurance workflows and complex SaaS systems.

Requirements

2–4 years in product support, development, or consultancy environment.
Bachelor’s degree in a related field or equivalent work experience.
SQL proficiency
Web-based troubleshooting tools
Strong analytical and critical thinking
Active listening and empathy
Time management and prioritization
Ability to learn insurance workflows and SaaS products quickly
Flexible to work outside normal business hours, weekends, and holidays
Proficient in Microsoft Word, Excel, and PowerPoint

Responsibilities

Triage incoming tickets, identify billable work, and update workflow systems with accurate information.
Provide day-to-day support and troubleshoot customer issues using SQL, programming logic, and web-based tools.
Execute and coordinate data maintenance scripts, escalate issues per procedures, and ensure follow-up to resolution.
Contribute to knowledge base articles, assist with root-cause analysis, and support continuous improvement initiatives.
Communicate externally with third-party software suppliers and partners, and assist with ad-hoc training for customers and internal teams.
Work flexible shifts across global time zones and stay current on industry trends and Insurity products.

Benefits

Work Where You Thrive
Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. Our Flex First Workforce approach offers many fully remote opportunities, while some teams follow hybrid or in-office schedules to stay connected and collaborative.
Take Time When You Need It
We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
Benefits That Start on Day One
Enjoy comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
Living Our Values Every Day
Our core values are more than words on a wall—they guide how we hire, grow, and retain the very best talent.
Award-Winning Onboarding
From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
Grow Your Career from Within
We believe in promoting from within. In fact, over 20% of our open roles are filled by internal candidates.
Mentorship That Matters
Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
Stay Connected with Coffee for Two
Our unique internal networking program helps you build meaningful connections across teams and departments—one virtual coffee chat at a time.
Keep Learning, Always
Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
Invest in Your Future—And Your Family’s
Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
Earn When You Refer
Love where you work? Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.