Sr. Customer Support Technician

Internal Job Description Amazing Career Moments Happen Here Transforming the insurance industry is ambitious, we know. That’s why at Applied, we’re building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we’re not just redefining what’s achievable; we’re creating a place where amazing career moments are made possible. Position Overview We’re seeking a Sr. Customer Support Technician to join our Customer Support team in a remote role. Candidates based in the Chicago , Dallas , or Atlanta areas are preferred. In this role, you’ll handle advanced technical issues while displaying top-tier customer service. Your responsibilities include managing high priority support cases, conducting in-depth troubleshooting, and providing expert guidance to customers and colleagues. You will often work independently and may handle unique assignments from leadership. What You’ll Do Deliver proactive, empathetic, and professional customer service to internal and enterprise clients Communicate effectively (verbal/written) while maintaining discretion and driving high-quality issue resolution Independently manage client and assigned work, including advanced troubleshooting and escalations Contribute to knowledge management (KB creation, updates, reviews) and support continuous training/mentorship Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives We’re Excited to Learn More About You Your experience may include: 2+ years in customer support (SaaS preferred) with success resolving complex technical issues Strong technical expertise in assigned products with advanced troubleshooting and diagnostic skills Excellent verbal/written communication, able to simplify technical concepts for enterprise customers Highly organized with strong time management and ability to prioritize multiple tasks independently Ownership mindset with proactive drive, adaptability to change, and minimal need for oversight Team-oriented with strong documentation accuracy and commitment to knowledge sharing We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply! When You Join Team Applied, You Can Expect: A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day. We flex our time together , collaborating remotely and in-person to empower our teams to work in the ways that work best for them. A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day: Medical, Dental, and Vision Coverage Holiday and Vacation Time Health & Wellness Days A Bonus Day for Your Birthday Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/ Our targeted starting base salary in the United States for this position ranges from $47,000 - $65,000 USD . To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission. Your Security Matters: Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans. EEO Statement Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law. #LI-Remote #LI-US