Product Support Engineer, Cytora
+ Stock options
More information about location
Configurable platform enabling commercial insurers to create digital workflows
Job no longer available
Configurable platform enabling commercial insurers to create digital workflows
101-200 employees
Job no longer available
+ Stock options
More information about location
101-200 employees
Company mission
Cytora's mission is to transform insurance by helping insurers generate fairer premiums and enabling society at large to transfer risk in new and seamless ways.
Role
Who you are
- Experience in a client-facing technical support or analyst role
- Strong general technical knowledge (concept of APIs, basics of python)
- Experience in troubleshooting production environments
- Proven ability to diagnose and resolve technical issues
- Excellent communication and interpersonal skills to manage customer communication
Desirable
- Experience working with SaaS B2B enterprise customers
- Familiarity with tools like Pylon, Postman, or Github
- Experience in configuring and testing SaaS or AI-based products
What the job involves
- 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
- Serve as the primary contact for technical support requests from enterprise customers
- Provide expert assistance in resolving production issues, including diagnosing and troubleshooting platform-related problems
- Triage and escalate complex issues to engineering teams with clear documentation of diagnostics and context
- Respond to customer questions about platform functionality, integrations, and configuration
- Maintain detailed records of all customer interactions and resolutions in the support system
- Collaborate with internal teams to ensure customer feedback informs product enhancements
- Contribute to the creation and maintenance of a robust knowledge base to empower customers with self-service resources
- Conduct post-incident reviews to identify root causes and recommend preventive measures
- Act as a trusted advisor, guiding customers on best practices for using the Cytora platform effectively
Our take
Insurance is vital to the economy, giving businesses the confidence to realise their ambitions in the face of uncertainty, but the underlying systems that insurance is built on are broken. Cytora is creating new foundations for insurance by providing insurers with the building blocks they need to deliver efficient, accurate underwriting and seamless customer experiences.
Cytora's platform enables risk submissions to be digitised, consistently evaluated using internal and external data sources and automatically processed for underwriting decision making. This means that risks can be digitally processed, maximising automation levels and delivering enhanced control over risk selection.
In 2022, Cytora partnered with global specialist insurer Beazley, which was followed by a series of milestones for the company, including partnerships with Moody's RMS, Chubb, and Ecclesiastical. Since launching version 3.0 of its platform, Cytora has been eyeing the US for its next expansion strategy.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2019
$33.6m
SERIES B
Dec 2017
$5.9m
EARLY VC
Total funding: $42.6m
Company benefits
- Enhanced parental leave when having, adopting or fostering a child
- 33 days holiday (incl. bank holidays)
- Remote-first
- Work abroad budget - £2000 for every Cytorian each year, empowering and encouraging us to work beyond our regular spaces
- Share options
- Flexible hours
- £1500 L&D budget
- Home office budget
- Vitality private healthcare 🇬🇧
Company values
- What can you do in a day? We do rather than talk and take action rather than speculate. We will try things that fail and we learn faster by doing.
- Make success inevitable We have courage to take ownership, the grit to overcome obstacles and commitment to cross the finish line.
- Individuals don’t scale We strive to build something that is bigger than just one person, better than what we are each capable of, more impactful than we can imagine today.
- We put customers first Our highest priority is the success of our customers. We are genuine, committed and we strive for their success.
Company HQ
London, UK
Articles
Leadership
Richard Hartley
(Co-Founder & CEO)Leads business strategy. Previously product strategist at eBaoTech, a cloud technology vendor to the insurance industry.
Aeneas Wiener
(Co-Founder & CTO)Leads engineering and data science. Has a highly technical PhD from Imperial, giving him the skills required to price commercial risk.
People progressing
Dimitra joined Cytora as a Junior Software Engineer in February 2022 before earning promotion to Software Engineer
Sam joined as Business Agility Director in 2019 before progressing to VP Product in 2022
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