Technical Application Support Specialist II

Veracity is a forward-thinking insurance company focused on empowering small business owners with transparent, innovative insurance solutions. They value effort, results, and accountability, fostering a culture of growth and rapid evolution.

Location: Remote

Salary: $60k–$75k/yr

Responsibilities

• Provide technical support to internal users by managing support requests and responding to live chat inquiries while meeting SLA expectations
• Troubleshoot application, product, API, and configuration issues, identify root causes, and independently resolve or escalate as needed
• Manage backend system configurations, product settings, and release-related updates to support business and operational needs
• Coordinate platform and vendor releases, validate changes, and support issue resolution related to system updates and production stability
• Manage and prioritize incoming maintenance tickets, ensuring accurate tracking, documentation, and timely resolution
• Partner with stakeholders and Product teams to gather issue details, clarify requirements, and communicate status, impacts, and resolution timelines
• Collaborate with internal teams and third-party vendors to investigate and resolve system issues across connected platforms
• Monitor ticket trends to identify recurring technical issues and recommend preventative maintenance or system improvements
• Escalate complex or unresolved issues to appropriate teams in a timely manner, providing clear documentation and context
• Maintain accurate system documentation and support ongoing improvements to configuration quality, support processes, and platform reliability
• Perform other duties as requested, directed, or assigned

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or a related field preferred, or equivalent practical experience
• 2+ years of experience in application support, tier 2 support, business systems support, platform administration, or a similar role
• Experience troubleshooting system, product, configuration, or release-related issues in a fast-paced environment
• Strong ability to learn complex systems, business processes, and product logic quickly
• Understanding of system dependencies, process flows, and the operational impact of configuration changes
• Experience working with APIs and integrations, including experience using tools such as Postman to test endpoints and troubleshoot system interactions
• Comfort working with technical details such as HTML/JSON and system configurations
• Experience coordinating with stakeholders, product teams, development teams, and third-party vendors
• Strong written and verbal communication skills with the ability to explain technical issues to both technical and non-technical audiences
• Demonstrated ability to independently investigate and resolve technical issues across systems
• Strong attention to detail and accuracy in managing configuration changes

Benefits

• Health, dental, and vision plans
• Amazing work-life balance with 4 weeks of Paid Time Off
• 10 Paid Company Holidays with 2 floating holidays
• 401K Programs with employer match
• Personal assistance programs for support in a healthy personal and work life

Additional Information

• Here at Veracity, you’ll be part of a team of trailblazers and visionaries. We’re not just revolutionizing the way people “do” insurance; we are creating a whole new paradigm. Here, you will experience a vibrant and inclusive workplace where your ideas matter! With us, you have a chance to: - Engage in groundbreaking projects that are reshaping the insurance landscape - Collaborate with a group of dedicated, like-minded professionals - Experience a culture that prioritizes growth and development