Customer Support Specialist

Job Description
Role title: Ivans Product Support Specialist
Team: Ivans Support
Salary range: $56k - $76k USD
Location: United States - Remote
The opportunity
Applied is building the connective intelligence that moves insurance. Every function contributes to that work. In this role, you will be the specialist customers rely on to configure, troubleshoot, and get more from Ivans digital products, turning complex data, integration, and product questions into clear answers and see how your decisions connect to teammates, customers, and the direction of the business.
What you'll own

• Own customer issues involving Ivans digital products and services from first contact through resolution, from configuration and user questions to data and integration troubleshooting.
• Advise customers on how their business requirements, configuration, data, and integrations shape product behavior, including insurance data such as coverages, classifications, and NAICS and SIC codes.
• Run the first root-cause analysis on each case, separating product usage questions, configuration or data issues, integration or API problems, and potential defects, then drive the right fix or escalation.
• Guide customers through onboarding, setup, configuration, and validation so they move into production with confidence.
• Turn recurring issues and proven fixes into clear knowledge documentation and stronger troubleshooting practices across the Support organization.
• Partner with Product, Engineering, and integration partners, handing off well-documented cases and keeping customers informed of findings, workarounds, and next steps.

What you'll bring

• Strong customer-service, analytical, and problem-solving skills, with the organization and attention to detail to manage competing priorities and own complex issues through to resolution.
• Hands-on experience troubleshooting SaaS applications, customer data and configurations, and system integrations, including APIs and structured data formats.
• Clear communication with business and technical audiences, including the ability to translate customer needs into precise information for Product and Engineering teams.
• At least two years in technical support, customer support, or a related customer-facing technical role, ideally supporting SaaS or insurance-technology products. A bachelor's degree or equivalent work experience.

What could set you apart

• Experience in Property & Casualty or commercial lines insurance, carrier operations, or insurance technology, including digital distribution and agency management systems.
• Familiarity with Ivans connectivity, comparative raters, and agency distribution channels.
• Knowledge of underwriting appetite, market classifications, and NAICS and SIC codes.
• Background in customer onboarding and implementation, requirements gathering, and data analysis.

Your background may bring strengths we have not listed here. If the role and its impact interest you, we encourage you to apply.
Build a career that moves an industry
Applied is the connective intelligence transforming how insurance works. We build the platforms, data, and intelligent systems that connect agencies and carriers across the insurance lifecycle.
Here, careers move with the work. You can own meaningful decisions, build what reaches the market, expand your scope as the business evolves, and work alongside people who bring expertise, curiosity, and care to what they create.
What you can expect

• Work with reach: Build products, services, or programs that support agencies, carriers, and teammates across the insurance lifecycle.
• Ownership with context: Make decisions with a clear view of customer needs, business priorities, and the teammates who bring the work to market.
• Growth through scope: Expand your impact through meaningful projects, cross-functional exposure, learning opportunities, and stretch work as the business evolves.
• Built by people: Work with people who bring expertise, curiosity, and care to what they build, and who share accountability for moving the work forward.

Benefits and support
Our benefits support your health, time, and life beyond work.

• Medical, dental, and vision coverage
• Holiday and vacation time
• Health and wellness days
• A day off for your birthday

Compensation transparency
The anticipated base salary range for this position is [compensation_range]. Starting pay reflects the role's scope and the successful candidate's relevant experience, skills, and location.
The anticipated annual compensation range for this position is [compensation_range]. The range includes base salary and, where applicable, variable or incentive pay. Starting compensation reflects the role's scope and the successful candidate's relevant experience, skills, and location.
Candidate security
Applied communicates with candidates through an @appliedsystems.com email address or our official careers portal. Our recruiters will never request payment or ask for bank account details, government identification numbers, or other sensitive financial information during initial recruiting conversations.
Background checks
Employment is contingent on successful completion of the background checks and verification steps that apply to the role and location.
Use of AI in recruitment
Applied may use AI-enabled tools to support parts of the recruitment process, such as organizing application information, scheduling, and workflow administration. Hiring decisions include human review and follow applicable laws and company policy.
Equal employment opportunity
Applied Systems is an Equal Employment Opportunity Employer. We make employment decisions based on job-related qualifications and business needs, without regard to race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other status protected by applicable law.