{"schemaVersion":"jobsearcher.job.v1","id":"f324108fdcf5eafa4aa24cd7","url":"https://jobsearcher.com/jobs/f324108fdcf5eafa4aa24cd7","canonicalUrl":"https://jobsearcher.com/jobs/f324108fdcf5eafa4aa24cd7","title":"Software Support Engineer","description":"Description\nJob Description:\nTitle: Software Support Engineer\nFully Remote | Location/Supporting: City, State | Experience: insert required / preferred experience\n\nPlease note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations\n\nAbout the Role: Under the direction of the AVP of IT Applications and Development, the ideal candidate understands the technical architecture of enterprise scale systems and has the curiosity to troubleshoot the unique behaviors of AI-integrated workflows. The Software Support Engineer aids, advises, and provides solutions in support of enterprise application adoption, incident resolution, and problem resolution. The Engineer will research best practices, investigate problems, identify root causes, and collaboratively engineer solutions. The Software Support Engineer works in conjunction with Software Development staff, Technical Support staff, IT vendors, and end users to develop quick, effective solutions.\n\nKey Responsibilities:\nTier 2/3 Technical Support: Diagnose and resolve complex technical issues related to our enterprise software suite. Participates in on-call rotation.\nIncident Management: Lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime for carriers and agents.\nKnowledge Engineering: Document common technical hurdles and create troubleshooting playbooks specifically for the \"black box\" elements of AI tools (e.g., why a specific claim was flagged for manual review).\nCross-Functional Collaboration: Act as the technical \"voice of the customer,\" providing feedback to the Product and engineering teams on recurring bugs or integration friction points within the ecosystem.\nManage Software Requests: Handle, research, and resolve software-related requests for assistance (incidents, problems).\nPerform Triage Functions: Troubleshoot software and identify root causes of software problems.\nAnalyze Software Errors: Analyze software-related errors, alerts, issues, and propose solutions.\nConfigure Applications: Configure application workflows, monitors, alerts, reports, and SQL queries.\nAdminister Applications: Administer and configure enterprise applications.\nTest Solutions: Test (verify) solutions using manual and automated testing tools before implementation.\nProvide Technical Support: Perform technical support functions related to all IOA software systems.\nDocument Activities: Document software support activities thoroughly, accurately, and in a timely manner.\nMake Quick Decisions: Make decisions quickly, sometimes with limited information.\nReview Work Logs: Periodically review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement.\nComplete Projects: Independently complete small to medium projects.\nPolicy Compliance: Stay updated on company policies and procedures.\nContinuous Improvement: Seek and adopt best practices to improve individual and team performance.\nChampion IOA Values: Demonstrate integrity and leadership.\n\nIdeal Candidate Qualifications:\n3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog or comparable\n3+ years of experience supporting cloud-based applications, SQL, and JavaScript\nBachelor’s Degree in a technical field or higher\nDemonstrated experience with relational databases\nITIL Foundations Certification\nStrong analytical, problem-solving, and decision-making skills\nExcellent multi-tasking, organizational, and prioritization skills\nOutstanding verbal and written communication skills\nAbility to perform large work volumes with high degrees of accuracy and attention to detail\nExperience working in a remote environment\nAbility to perform large work volumes with high degrees of accuracy and attention to detail\nAbility to translate complex technical workflows into plain language for non-technical insurance stakeholders.\n\nWhat We Offer:\nCompetitive salaries and bonus potential\nCompany-paid health insurance\nPaid holidays, vacations, and sick time\n401K with employer match\nProfessional growth and career progression opportunities\nRespectful culture and work/family life balance\nCommunity service commitment\nSupportive teammates and a rewarding work environment\n\nWhat to Expect (Application Process):\n30-Minute Phone Screen, Online Assessments, and Interview(s)\nSalary Range\nThe expected pay range for this position is $60,000 to $101,000 per year, depending on experience, relevant skills, and geographic location.\nInsurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\nSummary\nWe are seeking a Software Support Engineer who thrives at the intersection of complex enterprise software, emerging technologies, and end-user engagement. In this role, you won't just be closing tickets; you will be a key team member and technical subject matter expert for I.O.A.’s enterprise platforms, ensuring systems perform reliably and end users are equipped with tools needed for the job.Under the direction of the AVP of IT Applications and Development, the ideal candidate understands the technical architecture of enterprise scale systems and has the curiosity to troubleshoot the unique behaviors of AI-integrated workflows. The Software Support Engineer aids, advises, and provides solutions in support of enterprise application adoption, incident resolution, and problem resolution. The Engineer will research best practices, investigate problems, identify root causes, and collaboratively engineer solutions. The Software Support Engineer works in conjunction with Software Development staff, Technical Support staff, IT vendors, and end users to develop quick, effective solutions.","company":"Insurance Office of America","rawCompany":"insuranceofficeofameric","city":"Rockledge","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-04-14T10:46:33.674Z","occupations":[{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Software Support Engineer","description":"Description\nJob Description:\nTitle: Software Support Engineer\nFully Remote | Location/Supporting: City, State | Experience: insert required / preferred experience\n\nPlease note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity as there may be occasions when on-site presence is necessary to meet specific business needs. Additionally, our remote work policy includes having a dedicated, distraction-free workspace. Remote work is not a substitute for childcare, elder care, or other personal responsibilities during working hours. To view our branch locations, please visit: ioausa.com/locations\n\nAbout the Role: Under the direction of the AVP of IT Applications and Development, the ideal candidate understands the technical architecture of enterprise scale systems and has the curiosity to troubleshoot the unique behaviors of AI-integrated workflows. The Software Support Engineer aids, advises, and provides solutions in support of enterprise application adoption, incident resolution, and problem resolution. The Engineer will research best practices, investigate problems, identify root causes, and collaboratively engineer solutions. The Software Support Engineer works in conjunction with Software Development staff, Technical Support staff, IT vendors, and end users to develop quick, effective solutions.\n\nKey Responsibilities:\nTier 2/3 Technical Support: Diagnose and resolve complex technical issues related to our enterprise software suite. Participates in on-call rotation.\nIncident Management: Lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime for carriers and agents.\nKnowledge Engineering: Document common technical hurdles and create troubleshooting playbooks specifically for the \"black box\" elements of AI tools (e.g., why a specific claim was flagged for manual review).\nCross-Functional Collaboration: Act as the technical \"voice of the customer,\" providing feedback to the Product and engineering teams on recurring bugs or integration friction points within the ecosystem.\nManage Software Requests: Handle, research, and resolve software-related requests for assistance (incidents, problems).\nPerform Triage Functions: Troubleshoot software and identify root causes of software problems.\nAnalyze Software Errors: Analyze software-related errors, alerts, issues, and propose solutions.\nConfigure Applications: Configure application workflows, monitors, alerts, reports, and SQL queries.\nAdminister Applications: Administer and configure enterprise applications.\nTest Solutions: Test (verify) solutions using manual and automated testing tools before implementation.\nProvide Technical Support: Perform technical support functions related to all IOA software systems.\nDocument Activities: Document software support activities thoroughly, accurately, and in a timely manner.\nMake Quick Decisions: Make decisions quickly, sometimes with limited information.\nReview Work Logs: Periodically review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement.\nComplete Projects: Independently complete small to medium projects.\nPolicy Compliance: Stay updated on company policies and procedures.\nContinuous Improvement: Seek and adopt best practices to improve individual and team performance.\nChampion IOA Values: Demonstrate integrity and leadership.\n\nIdeal Candidate Qualifications:\n3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog or comparable\n3+ years of experience supporting cloud-based applications, SQL, and JavaScript\nBachelor’s Degree in a technical field or higher\nDemonstrated experience with relational databases\nITIL Foundations Certification\nStrong analytical, problem-solving, and decision-making skills\nExcellent multi-tasking, organizational, and prioritization skills\nOutstanding verbal and written communication skills\nAbility to perform large work volumes with high degrees of accuracy and attention to detail\nExperience working in a remote environment\nAbility to perform large work volumes with high degrees of accuracy and attention to detail\nAbility to translate complex technical workflows into plain language for non-technical insurance stakeholders.\n\nWhat We Offer:\nCompetitive salaries and bonus potential\nCompany-paid health insurance\nPaid holidays, vacations, and sick time\n401K with employer match\nProfessional growth and career progression opportunities\nRespectful culture and work/family life balance\nCommunity service commitment\nSupportive teammates and a rewarding work environment\n\nWhat to Expect (Application Process):\n30-Minute Phone Screen, Online Assessments, and Interview(s)\nSalary Range\nThe expected pay range for this position is $60,000 to $101,000 per year, depending on experience, relevant skills, and geographic location.\nInsurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.\nSummary\nWe are seeking a Software Support Engineer who thrives at the intersection of complex enterprise software, emerging technologies, and end-user engagement. In this role, you won't just be closing tickets; you will be a key team member and technical subject matter expert for I.O.A.’s enterprise platforms, ensuring systems perform reliably and end users are equipped with tools needed for the job.Under the direction of the AVP of IT Applications and Development, the ideal candidate understands the technical architecture of enterprise scale systems and has the curiosity to troubleshoot the unique behaviors of AI-integrated workflows. The Software Support Engineer aids, advises, and provides solutions in support of enterprise application adoption, incident resolution, and problem resolution. The Engineer will research best practices, investigate problems, identify root causes, and collaboratively engineer solutions. The Software Support Engineer works in conjunction with Software Development staff, Technical Support staff, IT vendors, and end users to develop quick, effective solutions.","datePosted":"2026-04-14T10:46:33.674Z","dateModified":"2026-04-14T10:46:33.674Z","hiringOrganization":{"@type":"Organization","name":"Insurance Office of America","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Rockledge","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f324108fdcf5eafa4aa24cd7"},"url":"https://jobsearcher.com/jobs/f324108fdcf5eafa4aa24cd7"}}