Role Description Insurity’s next Lead Product Support Analyst will be a senior member of the Product Support team who leads the triage and resolution of complex customer issues across Insurity products. They will coordinate day‑to‑day support activities, drive quality and efficiency in our ticketing and data maintenance processes, and serve as a key point of escalation for critical client incidents. This person will also mentor other team members and champion continuous improvement in how we support our customers. - Lead the triage of all incoming tickets, including properly identifying billable work. - Provide and manage day‑to‑day support and troubleshoot medium to high‑complexity customer issues and requests. - Escalate resolution of system and platform failures (e.g., VMGA, Sure Submission Gateway) that block quoting, binding, and issuance, communicating with the client as needed. - Able to communicate clearly and professionally with customers through written channels (email, ticketing, collaboration tools) and, on rare occasions, by phone when direct conversation is the most effective way to resolve an issue. - Assist other team members with urgent binding, issuance, endorsement, and renewal issues to keep business moving. - Troubleshoot complex policy, rating, premium, tax, and fee discrepancies. - Act as a primary escalation point for large, high‑touch accounts, notably key strategic clients. - Manage non‑standard, case‑specific exceptions that require investigation and sound judgment. - Coordinate fixes across systems, configurations, contracts, forms, and integrations in partnership with other teams. - Handle targeted user‑access issues when they directly impact production. - Update the workflow management system and customer‑facing tools with the most current ticket information and assist with periodic quality audits. - Administer the knowledge base to ensure relevant information is captured and encourage regular participation from team members. - Lead and/or participate in functional root‑cause analysis, including coaching and aiding team members. - Contribute and implement continuous‑improvement ideas to reduce customer dependency on support for low added‑value incidents, improve quality, and enhance service levels. - Support the monitoring and delegation of work from the queues as needed. - Provide mentorship, leadership, and training to team members so they can independently handle increasingly complex issues. - Stay up to date on industry and job‑related trends and best practices, including reading relevant publications, articles, and blogs. - Stay abreast of current technology in Insurity products, design changes, and new products offered. - Work effectively with other departments when submitting customer feedback on tickets. - Communicate with the product development team to improve current design or to identify and address potential design problems. - Based on your primary time zone and local holidays, be flexible in work hours to help the co-located team provide coverage across Asia Pacific, EU, and US East time zones as needed. - Demonstrate effort, persistence, and speed in taking action to achieve results, energetically working to meet challenges and seize opportunities aligned with Insurity’s business strategy. - Prepare the team for new customer go‑lives, ensuring readiness of processes, knowledge, and tools. - Perform other duties as assigned. Qualifications - Experienced support professional with 7+ years in support, development, or consultancy, including 3+ years working with the assigned products. - Bachelor’s degree in a related field, or equivalent work experience. - A hands-on team leader who can own complex escalations, coach others, and drive continuous improvement. - Organized and adaptable, able to manage multiple priorities, plan and prioritize work, and use sound judgment. - Comfortable working independently and collaboratively and quickly learning new concepts. - Strong process and documentation skills – can analyze and improve processes and create clear, concise written materials. - Solid technical skills: Microsoft Word, Excel, PowerPoint, SQL, and programming logic; web-based troubleshooting tools are a plus. - Deep knowledge of Insurity products and how they work from both an insurance and technical perspective. - Nice to have: AINS 101 and AINS 103 certifications. 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. - Take Time When You Need It: Open PTO Policy, empowering you to recharge when it matters most. - Benefits That Start on Day One: Comprehensive health coverage and employer-matched retirement savings right from your first day. - Living Our Values Every Day: Core values guide how we hire, grow, and retain the very best talent. - Award-Winning Onboarding: Designed to set you up for success and help you make an immediate impact. - Grow Your Career from Within: Over 25% of our open roles are filled by internal candidates. - Mentorship That Matters: Connects you with experienced leaders committed to helping you grow. - Insurity Podcasts: Explore podcasts for deeper insight into Insurity products and company innovation. - Keep Learning, Always: Full access to LinkedIn Learning and Kaplan for continuous development. - Invest in Your Future—And Your Family’s: Access discounted tuition through our partnership with the University of Arizona Global Campus. - Earn When You Refer: Employee Referral Bonus program rewards you for bringing great people on board.