Job Overview
Location
Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
February 12, 2026
Full Job Description
đź“‹ Description
- • As a Product Support Engineer at Cytora, now an Applied Systems company, you will be at the forefront of transforming the insurance and brokerage industry. You will serve as the primary technical point of contact for our enterprise customers, ensuring they derive maximum value from our cutting-edge AI-powered platform. This role is pivotal in maintaining customer satisfaction and success by providing expert technical assistance, timely issue resolution, and clear guidance on platform functionality and best practices.
- • Your core responsibility will be to address and resolve technical questions and production issues that arise within customer environments. This involves a deep dive into diagnosing complex problems, troubleshooting platform-related challenges, and ensuring the seamless operation of the Cytora Platform for our clients. You will be instrumental in identifying the root causes of issues, leveraging your technical acumen to deliver effective and efficient solutions.
- • A significant part of your role will involve triaging incoming support requests, meticulously documenting diagnostic steps, and providing comprehensive context when escalating complex or critical issues to our engineering teams. This collaboration is essential for rapid problem-solving and continuous product improvement.
- • You will be expected to respond to a wide range of customer inquiries concerning platform functionality, intricate integrations with other systems, and specific configuration requirements. Your ability to articulate technical concepts clearly and concisely will be paramount in these interactions.
- • Maintaining accurate and detailed records of all customer interactions, troubleshooting steps, and resolutions within our support system is crucial. This not only ensures accountability but also builds a valuable historical knowledge base for future reference and analysis.
- • You will actively collaborate with internal product, engineering, and customer success teams. This cross-functional teamwork is vital for channeling customer feedback directly into product enhancements and strategic development, ensuring our platform evolves in line with user needs and industry demands.
- • A key contribution will be the creation and ongoing maintenance of a robust knowledge base. This self-service resource empowers customers to find answers to common questions and troubleshoot issues independently, thereby enhancing their user experience and reducing reliance on direct support.
- • You will conduct thorough post-mortems for significant incidents, meticulously identifying root causes and formulating actionable recommendations to prevent recurrence. This proactive approach is fundamental to maintaining the stability and reliability of the Cytora Platform.
- • Beyond reactive problem-solving, you will act as a trusted advisor to our customers. Guiding them on best practices for utilizing the Cytora Platform effectively will help them unlock its full potential and achieve their business objectives.
- • You will also be responsible for writing clear, concise, and user-friendly self-serve troubleshooting documentation. This content will serve both our external customers and our internal Centre of Excellence teams, standardizing support processes and knowledge sharing.
- • This role offers a unique opportunity to be at the intersection of AI, InsurTech, and customer success, directly impacting how leading insurers and brokers operate and grow. You will gain in-depth knowledge of our AI-powered platform and contribute to its evolution while building strong relationships with key industry players.
- • Cytora, now part of Applied Systems, is at the forefront of digital transformation in the insurance sector. By joining us, you will be part of a mission-driven company dedicated to building the future of insurance through innovative AI solutions. We foster a culture that values diversity, collaboration, and individual contribution, recognizing that our people are our greatest asset.
- • We believe in empowering our employees with flexibility. This role is fully remote, offering you the autonomy to manage your work environment effectively. We also provide opportunities for professional growth, including development budgets and access to conferences, ensuring you stay at the cutting edge of your field.
- • Your work will directly contribute to delivering smarter decisions, stronger connections, and better outcomes for our customers, making a tangible impact on the global insurance ecosystem.
🎯 Requirements
- • Proven experience in a client-facing elevated technical support, customer success, or analyst role, with a strong track record of resolving complex technical issues.
- • Practical, hands-on experience working with REST APIs, including understanding their structure, usage, and troubleshooting common issues.
- • Strong proficiency in Python, demonstrated through practical application in scripting, troubleshooting, or development contexts.
- • Experience in troubleshooting production environments, including diagnosing issues, testing new features in live settings, and understanding the implications of changes.
- • Demonstrated ability to diagnose and resolve technical issues systematically and effectively, employing logical problem-solving methodologies.
- • Familiarity with monitoring tools such as Datadog for observing system performance and identifying anomalies.
- • Extensive experience using Postman for API testing, debugging, and interacting with web services.
- • Familiarity with version control systems, specifically Github, for code management and collaboration.
- • Excellent communication and interpersonal skills, with the ability to manage customer expectations and communicate technical information clearly to both technical and non-technical audiences.
🏖️ Benefits
- • Competitive salary commensurate with experience and skills.
- • Flexible working arrangements and fully remote options, allowing for a healthy work-life balance.
- • Professional development budget and access to relevant conferences to support continuous learning and career growth.
- • Annual company retreats to foster team cohesion and celebrate achievements.
- • A mission-driven culture focused on innovation, collaboration, and putting people first, within a company transforming the insurance industry.
Skills & Technologies
Python
GitHub
REST
Datadog
Remote
About Cytora Limited
Cytora Limited provides an AI platform that digitizes commercial insurance workflows. The system ingests external and proprietary data to score and route risks automatically, enabling insurers to underwrite faster and more accurately. Founded in 2013 in London, the company serves global carriers and brokers seeking to replace manual processes with data-driven decision-making.
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