Support Engineer

Job Title : Senior Support Engineer

Location : Houston, TX

Role Summary

The Senior Support Engineer is responsible for providing advanced application support for Property & Casualty (P&C) insurance business applications. This role focuses on ensuring the availability, stability, and performance of critical insurance platforms across policy, billing, claims, and integrations. The Senior Support Engineer works closely with business users, development teams, and operations to resolve complex production issues, drive root-cause analysis, and support continuous operational improvement.

Key Responsibilities

Application Support & Operations

• Provide L1/L2/L3 application support for P&C insurance systems, ensuring adherence to SLAs and operational KPIs
• Participate in major incident (P1/P2) resolution activities, including triage, investigation, and root cause analysis
• Support incident, problem, change, and release processes aligned with ITIL practices
• Participate in on-call rotation and provide production support during business-critical hours

Technical Troubleshooting & Engineering

• Perform advanced troubleshooting across application, middleware, database, and integration layers
• Analyze application logs, batch processes, APIs, message queues, and interfaces to identify and resolve issues
• Collaborate with development teams to implement permanent fixes and reduce recurring production incidents
• Support both cloud and on-prem environments, including monitoring, performance analysis, and capacity support

Stakeholder & Business Collaboration

• Work closely with business users to understand production issues and assess functional and technical impact
• Provide clear and timely communication on incident status, resolutions, and preventive actions
• Collaborate effectively with development, infrastructure, vendor, and QA teams

Continuous Improvement & Automation

• Identify opportunities for proactive monitoring, automation, and self-service support capabilities
• Contribute to problem management efforts to reduce incident trends and improve system stability
• Support release readiness activities, including deployment validation and hypercare support
• Maintain and update runbooks, SOPs, and knowledge base articles

Knowledge Sharing & Mentoring

• Act as a technical mentor to junior support engineers through guidance and knowledge sharing
• Contribute to team learning by documenting solutions and best practices
• Support onboarding and training of new team members as needed

Required Qualifications

Experience

• 10+ years of IT application support experience
• Strong experience supporting P&C insurance applications in production environments
• Experience working within ITIL-based support and operations models

Technical Skills

• Strong understanding of enterprise application architectures
• Hands-on experience with:
• .NET-based applications
• APIs and integrations (REST/SOAP, MQ, ETL)
• SQL and relational databases
• Monitoring and logging tools (e.g., Datadog)
• Exposure to cloud platforms (AWS preferred)

Functional & Domain Skills

• Solid understanding of P&C insurance concepts, business processes, and terminology
• Ability to translate business issues into effective technical troubleshooting and resolution approaches

Soft Skills

• Strong analytical and problem-solving skills
• Ability to work effectively under pressure in production support environments
• Clear written and verbal communication skills
• Strong sense of ownership and customer-focused mindset

Preferred Qualifications

• Experience with P&C insurance core platforms
• Experience in managed services or client-facing production support environments
• Exposure to DevOps, SRE practices, or production operations transformation initiatives

Key Performance Metrics

• Incident resolution timelines and SLA adherence
• Reduction in repeat incidents and production defects
• Mean Time to Resolution (MTTR)
• Quality of root cause analysis and documentation
• Stakeholder and business satisfaction

About ValueMomentum

• ValueMomentum is a leading solutions provider for the global property & casualty insurance industry, supported by deep domain and technology capabilities. We offer a comprehensive suite of advisory, development, implementation, and maintenance services across the entire P&C insurance value chain. This includes Underwriting, Claims, Distribution, and more, empowering insurers to stay ahead with sustained growth, high performance, and enhanced stakeholder value. Trusted by over 75 insurers, ValueMomentum is one of the largest standalone insurance-focused solutions providers to the US insurance industry.