Title: Fullstack Application Engineer (Support) (US shift) (or Fullstack Software Engineer (Support))
About Sureify:
Sureify is dedicated to modernizing the life insurance and annuity industry. We provide cutting-edge digital solutions that empower insurers to easily engage with, sell to, and service their customers. Our mission is to drive meaningful digital transformation by offering scalable technology that enhances customer engagement and streamlines carrier operations. Sureify's products deliver the advanced digital experiences that life insurance carriers, agents, employees, and consumers now expect in this rapidly evolving technological landscape. AtSureify, we cultivate a culture that prioritizes innovation, collaboration, and continuous learning.
About the Role:
Are you ready to be part of a dynamic and growing agile software company? At Sureify, we’re helping a large and critical industry -- life insurance -- modernize and innovate. We build digital solutions for some of the world’s leading insurance companies, and we need your help to provide production support for our SaaS products. Sureify’s success depends on our ability to provide world-class support to our customers and to make sure they are receiving tremendous, continuous, and progressive value from the products.
We are looking for a seasoned software engineer with Full Stack Web dev/support experience. Your primary responsibility will be to provide application support of Sureify SaaS products. You will play the role of an expert in Sureify SaaS products and technologies in troubleshooting production issues and also provide timely and effective communication to customers.
Responsibilities:
- Develop and maintain deep expertise in Sureify SaaS products.
- Troubleshoot and resolve incoming support cases. This includes identifying root causes of issues, providing workarounds or solutions, and collaborating with other teams to resolve complex problems.
- Troubleshoot technical issues using PHP, MySQL/Postgres, and TypeScript.
- Create knowledge articles, runbooks, and troubleshooting guides.
- Work during the US business hours between 10 PM IST to 7 AM IST.
Requirements:
- 3 to 4 years as a full-stack software engineer with experience providing enterprise application software support in PHP, TypeScript, with strong working knowledge of SQL (MySQL and Postgres), RESTful APIs for a B2B software company.
- Must have experience in coding, implementing and/or supporting software applications.
- Must have experience in handling high-severity and complex issues impacting production systems availability.
- Must have experience working on production issues and support tickets by investigating, troubleshooting, and resolving technical problems within the defined SLAs.
- Must have experience in analyzing application logs, database records, and system behavior to identify the root cause of issues.
- Must have experience in documenting investigation findings, root causes, resolutions, and required follow-up actions.
Nice to have experience with:
- Integrations such as DocuSign, Payment Gateways, and Auth services such as Okta or Azure.
- Performance tuning in application and database layers.
- Developing and supporting applications with REACT, Node.js, Apache web servers.
WHAT YOU WILL BRING
- Excellent written and verbal communication skills in English, including the ability to explain complex technical topics in clear, customer-friendly language.
- Outstanding troubleshooting skills; ability to think critically