Position Title:  Technical Support Agent Tier 3
Department:  Customer Support
Reports To:  Director, Technical Support
Supervisory Responsibilities: NA
FLSA Status: Hourly
Job Type: Full-time
Location: US Remote

One Inc is a rapidly growing InsurTech digitizing inbound and outbound payments for the Insurance space. It’s an exciting time to join a private equity backed, market leader experiencing significant year over year growth. Our core values are simple yet powerful - #risetogether, #woweveryone, #thinkbigworksmall and #ownit. Learn more about joining our team at www.oneinc.com.

Overview: The Technical Support Engineer (TSE), Tier 3, is responsible for providing exceptional customer service and technical leadership while helping customers identify and resolve complex technical application issues for our suite of products through all available means (i.e., phone, email, etc.). The TSE, Tier 3, is responsible for JIRA management and acts as the technical leader in resolving escalated issues. They must possess a strong technical aptitude, attention to detail, and communication skills to teach, train, and mentor Tier 1 and 2 TSEs. The TSE, Tier 3, will also assist release management, development teams, and act as the primary liaison between Technical Support and Development.

Key Responsibilities:
 

• Lead the resolution of escalated issues of varying complexity and take ownership of high-level, critical problems that require Tier 3 expertise before involving development or management
• Create, update, and close CRM and JIRA tickets as appropriate
• Clearly articulate technical issues, solutions, and activities to colleagues and clients
• Act as the primary technical liaison between Technical Support and Development teams to ensure seamless communication and issue resolution, especially during Top Issues Meetings and product release cycles
• Proactively identify patterns in escalated issues and provide feedback to the development team for long-term system improvements and performance enhancements
• Train Tier 1 and 2 engineers on complex technical issues
• Investigate bugs, support, change, and feature requests by gathering business and technical requirements and translating them into IT/technical solutions
• Lead the creation and review of knowledge base articles for technical accuracy
• Build strong, trustful relationships with customers
• Meet or exceed performance metrics, such as issue resolution time, and adherence to SLAs
• Other duties assigned as necessary

Skills:

• Excellent attention to detail, strong investigative skills, and exceptional analytical skills, including advanced root cause analysis capabilities
• Strong understanding of IP networking and tools such as IIS, Ping, Traceroute, TCP/IP, DNS, DHCP
• Knowledge of PCI compliance standards
• Strong understanding of software development lifecycles and APIs
• Familiarity with system monitoring tools (e.g., Elastic, Splunk, New Relic) and network diagnostic tools
• Exceptional time-management skills with the ability to prioritize critical escalations while maintaining resolution efficiency
• Excellent verbal and written communication skills, especially in cross-departmental collaboration
• Strong interpersonal skills, including the ability to mentor and lead teams
• Ability to manage customer expectations professionally, especially during escalations
• Ability to work independently and have flexibility to work on holidays and weekends as needed

Education & Experience:
 

• Bachelor’s degree in computer science, Information Systems, or at least 5 years technical support or equivalent software application experience at a higher Tier level
• Proven experience leading customer escalations and resolving critical technical issues
• Experience with MS Database technologies (i.e., SQL Server), MS Collaboration technologies (i.e., MS SharePoint Server), JIRA ticketing system desired
• 3+ years SaaS experience required
• 2+ years of technical solution design and planning experience, with knowledge of ITIL processes and procedures
• Certifications such as ITIL, Microsoft Certified Professional (MCP), or CompTIA Network+/Security+ are a plus
• Insurance industry experience dealing with a policy and/or agency management system
• Technical or customer support in the payment processing industry
• Previous Salesforce experience

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 
Company Profile:  One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.