Support Engineer (Customer Success) - THREE

Summary

THREE is a growing insurance provider offering straightforward small-business insurance policies. The company is seeking a technical support engineer to investigate and resolve platform issues, collaborate with engineering and business teams, monitor system performance, and improve internal workflows and user experiences.

Responsibilities

• Dig through codebases, databases, and system logs to diagnose and resolve technical issues
• Collaborate cross-functionally with other departments to ensure workflows are operating as intended and identify areas of improvement
• Own bug resolution by fixing issues yourself and/or working with engineering
• Monitor system performance and advocate for quality of life features to enhance user experience
• Document business processes and workarounds and provide solutions to common issues

Skills

• Have a strong customer-service mindset with a genuine desire to help others succeed
• Are naturally curious about how technology works and have enthusiasm for learning new systems and tools
• Understand how web applications, APIs, and integrations typically behave
• Are willing to seek out documentation, and are eager to experiment and collaborate with teammates to solve problems
• Can translate complicated technical concepts in approachable, easy-to-understand language
• Bachelor's degree in computer science, or equivalent work experience
• 1+ year of experience in software engineering, technical support, QA, or similar roles
• Strong problem-solving skills and attention to detail
• Excellent communication skills, both written and verbal
• Proven experience in debugging and troubleshooting complex technical issues
• Familiarity with our tech stack (Python/React/Typescript/SQL) or a strong willingness to learn

Qualifications

Must Haves

• Have a strong customer-service mindset with a genuine desire to help others succeed
• Are naturally curious about how technology works and have enthusiasm for learning new systems and tools
• Understand how web applications, APIs, and integrations typically behave
• Are willing to seek out documentation, and are eager to experiment and collaborate with teammates to solve problems
• Can translate complicated technical concepts in approachable, easy-to-understand language
• Bachelor's degree in computer science, or equivalent work experience
• 1+ year of experience in software engineering, technical support, QA, or similar roles
• Strong problem-solving skills and attention to detail
• Excellent communication skills, both written and verbal
• Proven experience in debugging and troubleshooting complex technical issues
• Familiarity with our tech stack (Python/React/Typescript/SQL) or a strong willingness to learn

Benefits

• Medical (PPO/HDHP), vision, disability, and life insurance.
• Enhanced dental plan with orthodontia coverage in addition to a standard plan.
• Generous PTO plan for all benefit-time eligible employees.
• Paid company holidays and 4 floating holidays.
• Paid parental leave.
• Employee Retirement Savings Plan/401(k) with company match and immediate vesting.
• Education Assistance Program that offers 100% upfront tuition reimbursement after 6 months of service for approved degree programs.
• Service Recognition Program that provides a monetary award to be used toward a vacation every 5 years of employment.
• Wellness Initiatives that include Fitness Center and Weight Watchers Reimbursement programs.
• Voluntary benefits that include accident, critical illness, and hospital indemnity.
• Employee discount and rewards program on travel, tickets, electronics, home, and more.