Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.
In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.
- Multi-Vendor Triage & Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. Translate client discussions into clear, actionable tickets.
- Investigation and Analysis: Reproduce reported issues and establish what the data actually shows — querying database tables with SQL, reviewing application logs, and inspecting API responses — so every ticket you raise carries technical context an engineer can act on immediately.
- Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
- Customer Operations: Take ownership of customer operations projects — support portals, professional services surveys — gathering requirements, defining scope, and delivering solutions for internal teams to run going forward.
- Internal Documentation Management: Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate.
- Experience: 2+ years of experience in a role where you investigated problems in B2B application software systems — technical support, QA, IT operations, or business analysis with production exposure.
- Mindset: Proactive, organized, and analytical. You take ownership of follow-ups, close the loop after meetings, and have a clear sense of when to escalate versus dig deeper yourself.
- Communication: Clear written and verbal communication. You'll be the bridge between clients, vendors, and engineers — turning a messy client conversation into something an engineer in another timezone can act on without coming back with questions.
- Systems reasoning (required). You can hold a multi-step flow across several systems in your head — what hands off to what, and which side of a boundary a failure probably falls on. When two systems disagree, your instinct is to work out what actually happened before deciding where the problem sits.
- Technical foundation (required). You understand roughly how a web application fits together — browser, server, database — and what an API does between two systems. Given an error code or an API response, you can reason about where the problem sits. You won't be expected to write or debug code.
- Querying. SQL is part of the day-to-day. Knowing what you want to find out matters more than syntax. Jira and New Relic query language skills a plus.
- AI-Augmented Workflow (Required): You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force multiplier for accuracy, speed, and technical depth, and we expect everyone on the team to do the same.
- Education: Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
- Location & Hours: Must be based in US Eastern or Central Time. Your standard day will overlap with Pacific Time client meetings, and you'll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours. As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-call role.
Our Guiding Principles
Our products are for nothing if their creators are not fulfilled in their work. We want our employees to flourish at Sureify. We do not fawn over status or titles, instead, we honor effort and intelligence. The best idea wins no matter which colleague proposed it. We do not shortcut our mission with overblown claims or false promises. Sticking to the truth is both a strategy and a principle for us.
Sureify is an Equal Opportunity Employer committed to diversity. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other basis prohibited by law.
Skills Required
- 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role
- Working understanding of how web applications and APIs work and ability to do basic troubleshooting (reading logs, inspecting API responses)
- Hands-on exposure to SQL
- Familiarity with JQL (Jira)
- Familiarity with NRQL (New Relic)
- Regular, proficient use of AI tools in day-to-day work
- Bachelor's degree in Information Systems, Computer Science, Business, or related field, or equivalent practical experience
- Must be based in US Eastern or Central Time and able to attend occasional early-morning calls
- Clear written and verbal communication
- Proactive, organized, analytical mindset with ownership of follow-ups and escalation judgment
What We Do
Sureify is a SaaS platform for Life and Annuity companies around the globe. Sureify’s sales, customer self-service engagement solution, and their up-sell cross-sell solutions enable life insurers to connect, service, and sell to their new and existing customers using the most life insurance focused platform in the market today. The enterprise platform solution is secure, scalable, and delivers pragmatic features with the basics of the everyday digital life insurer front of mind. The Sureify solution encompasses the consumer-facing web and mobile applications, automated messaging and self-service platform, agent engagement console, marketing dashboard, underwriters data platform with analytics and reporting for executive overview. Sureify also can be implemented right on top of existing core systems and CRM systems while integrating with existing contact center platforms, customer apps, and most life insurance emerging and traditional 3rd party applications. All this is supported by Sureify’s Customer Experience team to ensure best practices, ideation, configuration both inside enterprise and end-user digitalization. Life insurers use the Sureify platform for direct and agent digital sales, policyholder service and self service, new product education and marketing, churn reduction, upsell cross-sell, and complete digital tracking of policyholders. The time is now for the life and annuity insurer.
