Product Support Engineer

• Be the first point of contact for enterprise customers, addressing technical questions and resolving issues in production environments on Cytora's AI-powered insurance platform. • Ensure customers achieve success with the Cytora Platform through timely support, clear guidance, and expert troubleshooting. • Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context. • Act as a trusted advisor, guiding customers on best practices and contributing to a robust self-service knowledge base. • Fully remote, UK-based role.

• Experience in a client-facing elevated technical support or analyst role. • Practical experience working with REST APIs. • Ability to work with JSON schemas. • Experience troubleshooting production environments and testing new features. • Proven ability to diagnose and resolve technical issues. • Experience working with Postman and Datadog. • Familiarity with Git. • Excellent communication and interpersonal skills for managing customer communication.

• Experience building a BAU or production support function. • Engineering or QA background. • Experience working with SaaS B2B enterprise customers. • Knowledge of the insurance or InsurTech industry, including underwriting workflows and schemas. • Exposure to AI or Generative AI technologies. • Experience configuring and testing SaaS or AI-based products.

• 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 escalate complex issues to engineering teams with clear 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 knowledge base to empower customers with self-service resources. • Conduct post-mortems to identify root causes and recommend preventive measures. • Write self-serve troubleshooting documentation for customers and the internal Centre of Excellence.

Do you want to work alongside some of the smartest ML, AI and software engineers in a supportive environment? Do you want to have a global positive impact on an essential insurance industry, want to truly learn as much as possible and sharpen your skills? Founded in 2014 in Cambridge, we believe Cytora is the perfect company if you want to work in one of the leading digital risk processing platforms in the world. With Cytora, global insurers such as Allianz, Beazley, and Chubb can digitise risk data at scale, turning unstructured information into structured, decision-ready formats. This helps them be more specific in measuring risk and providing insurance they feel comfortable with. In case you want to help the insurance industry measure better and more efficiently while working with some of the smartest people in the space, then Cytora is the place to be.

• Competitive salary. • Flexible working and remote options. • Professional development budget and conference access. • Annual company retreats. • A mission-driven culture that puts people first.

Cytora, now an Applied Systems company, is transforming how insurers and brokers connect, operate, and grow. Its AI-powered platform drives smarter decisions, greater efficiency, and seamless collaboration across the global insurance ecosystem. Engineering and product teams are distributed across Europe, working remotely in small, autonomous teams.