Customer Support Engineer

Job Title: Customer Support Engineer

Company: Snapsheet

Job Location: Remote

Job Type: Full-Time

About Snapsheet: Snapsheet is claims technology the way it should be: purposeful, precise, and designed to deliver outcomes. Where others bolt things on, we engineer them into our core systems and processes across cloud-based claims management, virtual vehicle appraisals, and elite loss and recovery services. Trusted by over 170+ P&C Carriers, MGAs, MGUs, TPAs, and logistics companies, our open architecture is built to fit how our companies work, not the other way around.

What you’ll get:

• Remote working environment - your new commute is however long it takes to walk to your desk!
• Flexibility - empathy is ingrained in who we are and we are happy to offer a flexible PTO policy, casual dress code, and more!
• Development - Mentorship programs, 1-on-1 management, promote when ready culture, quarterly internal promotion opportunities, and goal setting sessions.
• Fun - Celebrations just because, yearly in-person and remote events, Snapsheet Swag, Employee Resource Groups, and more!

Role Overview: We're looking for a Support Engineer to join our Client Support Team. In this role, you will provide exceptional support to our clients by helping them use our claims platform effectively and collaborate internally to drive requests to resolution efficiently. You are a problem solver and excellent communicator looking for an opportunity to work in a fast-growing and collaborative environment with full-stack development, account management and operational teams. Additionally, you are naturally curious and always looking for ways to drive efficiency across an organization.

Support Engineer responsibilities include:

• Be the primary point of contact for our external customers in supporting our claims management platform
• Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution
• Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently
• Contribute to knowledge base articles and other documentation
• Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support

Qualifications:

• 2+ years of technical support-related experience
• Strong analytical aptitude for problem-solving skills
• Excellent written and oral communication skills
• Excellent customer service skills
• Ability to work independently, manage time, and organize and complete work based on priority
• Ability to understand general concepts and collaborate with others to analyze, troubleshoot and solve problems
• API Troubleshooting experience is a plus
• Experience with computer languages is a plus (especially Ruby, Python or PHP)
• Experience using Zendesk or Jira is a plus

What Will Make You Stand Out as a Customer Support Engineer Applicant

• Passion for customer advocacy
• Ability to work as part of a team
• Ability to collaborate cross functionally
• Focus on continuous improvement

We’re Built to Grow With You – And That Starts With How We Support You

At Snapsheet, we know that growth doesn’t happen in a vacuum—it’s fueled by the right support at the right time. That’s why we’ve built a benefits experience designed to grow with you, wherever life takes you.

• Choose from 2 robust medical plans through Blue Cross Blue Shield—plus, we contribute to your HSA when you enroll in our high-deductible health plan.
• Offer two dental plans and one vision plan to keep you and your family healthy.
• Peace of mind with company-paid Short Term Disability, Long Term Disability, and Life Insurance.
• Additional protection through voluntary benefits like Accident Insurance, Hospital Indemnity, Critical Illness, and Legal Assistance.
• 401(k) with a 4% company match—because your future is worth investing in.
• Employee Assistance Program (EAP) with 6 sessions per life incident to support your mental well-being.

Perks That Make Growing Here Even Better:

• Flexible PTO and 7.5 company-observed holidays to recharge on your terms.
• In-person connection points throughout the year including our annual Summit and Roadshows.
• Snapsheet SWAG and surprise mailers to keep the spirit alive.
• Endless opportunity to shape your path—career growth, learning, and real impact are all within reach.
• Health and wellness campaigns that evolve with you year over year.

Compensation that Grows with You

For this position, the base salary range is $75,000-95,000. While this range serves as a guideline, your actual compensation will reflect your experience and skillset.

At Snapsheet, we believe growth should be rewarded—our compensation and benefits are built to evolve with you as your career does.

This role will be remote based in the U.S. but is not eligible for hire in California or New York.

*Please note that we are unable to sponsor applicants for work visas for this position at this time.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. At Snapsheet, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.

Snapsheet is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need assistance or accommodations, please let us know by emailing talent@snapsheet.me.

Snapsheet is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Snapsheet is an equal opportunity employer.