Senior Support Engineer

$120,000-$185,000 / YEAR

About the Position Millions of customers are interacting with Assurance, across a variety of mediums, and are being connected seamlessly to our thousands of independent licensed users. This position is responsible for driving operational improvements in technical support area, understanding systems architectures and users’ pain points while providing recommendations to development team to build best product in class. In this role, you will do technical log and data analysis, respond to user escalations and solve their problems, work with engineering team on product and tooling development and improve operational processes. You enjoy taking on the most challenging problems and solving them holistically, such that they don’t appear again. You are effective working closely product, engineering, internal and external users. You are willing to travel among multiple sites to work closely with users to understand their needs and working behaviors. You have customer obsession and willing to innovate to ensure we provide best user experience. At Assurance, we hire experts in their field, and we give them the independence and trust to build based on their expertise.

To be successful in this role, you must possess the following:

    • To be successful in this role, you must possess the following:
    • working knowledge of Linux shell scripting
    • working knowledge of basic SQL
    • experience supporting cloud based infrastructures
    • basic Python and/or Ruby skills
    • experience with log analysis, operations, pager duty tools

About Assurance

About Assurance Assurance offers the best online insurance shopping experience; within minutes a customer can have instantly approved life, health, auto, or home coverage. We’ve simplified the online checkout process so that customers can get covered instantly online, and we’ve also built an on-demand workforce of licensed insurance agents that can speak with customers who want to talk to an expert, 24x7. Powering all of this is a cloud-first, event-driven, service-oriented-architecture, using the latest software frameworks. We combine our web technology with data science models at every step to make intelligent decisions about how we market to customers, what policies we recommend, and which agents we match to customers. Our mission is to make insurance easier, cheaper, and higher quality, for everyone – not just the affluent. Our team is humble, driven, and committed to improving the lives of millions.  We’ve pioneered many new technologies and are proud of many world-first technical achievements. We are the only company to pay commissions to on-demand workers with a real-time payment solution, so money earned is deposited into their bank accounts instantly, every day of the year; and to pay dynamic bonus rewards generated in real-time by machine learning models during phone sales calls. We developed a voice signature technology to enable customers to conveniently sign for their insurance policy over the phone. We built a completely serverless telephony platform that uses dozens of machine learning models to automatically optimize how we place phone calls to customers and connect them with sales agents on the platform.  In September 2019, Assurance was acquired by Prudential (NYSE:PRU; $36B market cap) to further the joint mission of improving financial wellness across the world. We are at the forefront of this exciting mission and are looking for experienced software engineers who are excited about the chance to rethink the insurance industry from the ground up in a technology-first manner.   Our Offices  We have 3 engineering offices worldwide in Seattle (headquarters), Toronto and Kathmandu. Each office has many teams of engineers; each team owns a set of software applications and business functionality. We work collaboratively across time zones and geographies, using Slack, Zoom, Github, and email. Engineers in remote offices will typically visit headquarters once or twice per year.