Support Engineer resolving CRM, integration, and data issues for dealer management software. Supporting equipment dealerships through SQL diagnostics, APIs, monitoring, and AI - assisted workflows.
About the role
- Business Analyst supporting Verisk’s insurance software products. Translating user needs into technical requirements, troubleshooting issues, and shaping product improvements.
Responsibilities
- Develop and document requirements and use cases for product changes, including test cases, matrices, and approaches.
- Work with departments to identify business needs and implement change.
- Create technical requirements documentation and aid developers in solution design.
- Liaise with internal and external stakeholders.
- Facilitate technical discussions with developers and data analysts.
- Work with large, complex data files.
- Create and update user, FAQ, manual, and technical documentation.
- Support strategic research and development of product lines.
- Provide summary reporting to management on work, analysis, and projects.
- Participate in Agile/Scrum ceremonies.
- Assist in User Acceptance Testing (UAT).
- Act as a tier 2/3 escalation point for complex technical, functional, and workflow issues.
- Investigate, reproduce, and diagnose product bugs, data discrepancies, and system errors.
- Manage support tickets through resolution and communicate with users.
- Maintain internal knowledge bases and user documentation.
- Provide onboarding, training, and walkthroughs for feature rollouts.
- Analyze support trends, user feedback, and usage metrics to identify product improvements.
Requirements
- 2+ years of experience in technical product support, application support, or a business analyst role within a SaaS or software environment.
- Insurance or financial services experience is a bonus
- Proven experience writing user stories, acceptance criteria, and process flow diagrams.
- Proficiency in business analysis requirements, technical analysis and design requirements
- Strong understanding of the software development lifecycle (SDLC), including requirements documentation and testing practices.
- CBAP preferred.
- Strong understanding of Service Oriented Architecture (SOA)
- Strong understanding of data interchange formats (XML, JSON, etc)
- Proficient in database queries for SQL, Mongo, Postgres, etc.
- Comfort with Jira and Confluence for ticketing and documentation
- Ability to assist with web service implementations, enhancements and customer support for clients
- Written and oral fluency in English.
- Ability to prioritize and complete tasks with strong attention to detail and accuracy
- Strong analytical problem-solving ability
- Exceptional written and verbal communication skills; ability to explain complex technical concepts to non-technical users.
- Empathy for user experience combined with a structured, data-driven mindset.
Benefits
- Health Insurance
- Retirement Plan
- Disability benefits
- Paid Time Off program
- Work flexibility
- Support, coaching, and training
- Short-term incentive
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