Product Support Engineer

At Cytora, now an Applied Systems company, we’re transforming how insurers and brokers connect, operate, and grow. Our AI-powered platform is driving smarter decisions, greater efficiency, and seamless collaboration across the global insurance ecosystem. As we accelerate digital transformation, we’re looking for curious, collaborative minds ready to help shape what’s next. If you’re energized by innovation and inspired by impact, your future starts here.

Position Overview
As a Product Support Engineer, you will be the first point of contact for enterprise customers,
addressing their technical questions and resolving issues that arise in production environments.

You will play a key role in ensuring our customers achieve success with the Cytora Platform by providing timely support, clear guidance, and expert troubleshooting. Your ability to understand the technical architecture and workflows of our platform will be critical in identifying root causes and delivering effective solutions.

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  Serve as the primary contact for technical support requests from enterprise customers.

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  Provide expert assistance in resolving production issues, including diagnosing and
  troubleshooting platform-related problems.

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  Triage and escalate complex issues to engineering teams with clear documentation of
  diagnostics and context.

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  Respond to customer questions about platform functionality, integrations, and configuration.

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  Maintain detailed records of all customer interactions and resolutions in the support system.

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  Collaborate with internal teams to ensure customer feedback informs product
  enhancements.

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  Contribute to the creation and maintenance of a robust knowledge base to empower
  customers with self-service resources.

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  Conduct post-mortems to identify root causes and recommend preventive measures.

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  Act as a trusted advisor, guiding customers on best practices for using the Cytora Platform
  effectively.

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  Write self-serve troubleshooting documentation for customers and internal Centre of
  Excellence.

• Experience in a client-facing elevated technical support or analyst role.

• Practical experience in working with REST API.

This role is remote and we are looking for individuals based in the UK

We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans.

EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.