Technical Support Analyst

US - Remote

Customer Support

About the Role

At Sureify in the Information Technology space, Revolutionizing life and annuity insurance through seamless digital transformation.

<h3><strong>Role Overview</strong></h3>

<p>Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations.<br><br>In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.</p>

<h3>Key Responsibilities</h3>

<ul>

<li>Multi-Vendor Triage &amp; Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. Translate client discussions into clear, actionable tickets.</li>

<li>Investigation and Analysis: Reproduce reported issues and establish what the data actually shows — querying database tables with SQL, reviewing application logs, and inspecting API responses — so every ticket you raise carries technical context an engineer can act on immediately.</li>

<li>Global Coordination: Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.</li>

</ul>

<ul>

<li>Customer Operations: Take ownership of customer operations projects — support portals, professional services surveys — gathering requirements, defining scope, and delivering solutions for internal teams to run going forward.</li>

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What It's Like to Work at Sureify

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Frequently Asked Questions About Working at Sureify

Common questions candidates ask about this role and Sureify's workplace

Sureify’s modular enterprise product suite, Lifetime, revolutionizes the life and annuity insurance industry by delivering cutting-edge digital experiences. It seamlessly integrates data from every core system access point, empowering carriers, their home office teams, producers, prospective customers, and existing policyholders with unparalleled digital efficiency and insight.

This position is listed as remote based on the job location.

Salary information may vary by role and location. Please check the specific job listing or discuss compensation during the interview process.

Sureify is an established organization in its industry. The company focuses on maintaining a supportive workplace culture for all employees.

Key benefit categories include: Health & Wellness, Professional Development, Work Environment. You can view more details on their CertCheck profile.

The day-to-day environment is guided by core values such as Bold Problem-Solving and Customer Obsession and Collaborative Excellence.

The company has committed to inclusive practices including: Customer-Centric Innovation and Employee Growth & Development.

Sureify has a supportive and collaborative culture, recognized as a loved place to work by its team members.

Sureify currently has 14 open positions. They are hiring across departments like Sales & Marketing, Customer Support, Product & Design. You can view all current openings at certcheck.mostlovedworkplace.com/companies/sureify/jobs.

The interview process typically involves an initial recruiter screen followed by team interviews. Please contact Sureify's recruiting team for specific details on this role's process.