Enterprise Technical Support Engineer

The sky's not the limit at Nearmap

We’re a SaaS company, with proprietary hardware and software that’s continuously advancing through our commitment to innovation. The sky’s the limit when it comes to what we can and plan to do for our customers. Our imagery is just the starting point. Our impact comes from our people, applying complex analysis, interpretation and artificial intelligence that opens up all sorts of possibilities for our customers.

We are seeking an Enterprise Support Engineer with strong Insurance industry expertise to join our team.
This role is critical in providing exceptional technical support to our enterprise and insurance clientele, serving as a dedicated technical liaison. You will collaborate closely with teams across Solution Engineering, Sales, Product, and Engineering to deliver an outstanding, white-glove support experience for high-value customers.
A key focus will be supporting custom-built solutions and ensuring that our Insurance vertical receives
domain-aware guidance, insights, and technical troubleshooting.  Key Relationships Internal Solutions, Engineering, Sales, Customer Success, Product, Engineering, & Technology (PET), Commercial
Systems, and Marketing

Key Responsibilities

• Manage support cases raised by enterprise and insurance customers, with a strong focus on their unique needs and workflows.
• Act as the primary technical point of contact for our Insurance Vertical, ensuring excellent support delivery.
• Create and curate reports, utilizing the Betterview platform when necessary.
• Support and monitor the Impact Response Dashboard, especially for insurance-driven use cases.
• Assist with escalated cases, triaging and resolving complex technical challenges. Develop video, written, and blog content that improves onboarding and product adoption, especially for insurance clients.
• Review and improve documentation, with a lens on insurance-specific use cases.
• Lead premium support engagements with enterprise and insurance customers.
• Offer technical mentorship and direction to other support team members.
• Ensure SLA compliance across all assigned cases.
• Meet individual KPIs.
• Assist with onboarding and training of new Technical Support Engineers.
• Contribute to cross-functional collaboration to improve proactive support offerings.
• Escalate complex bugs in custom code and integrations, particularly for insurance workflows.
• Continue developing technical skills and sharing knowledge with the wider team.

Key Requirements

• 5 Years experience in a Technical Support role for business-critical technical product.
• 2+ years working with or supporting Insurance customers or within the insurance industry.
• Experience with GIS/CAD platforms like Esri Suite, AutoDesk.
• Exposure to 3D imagery tools (ArcGIS Pro,Cesium, Unity, Unreal Engine).
• Strong API troubleshooting and custom integration experience.
• Familiarity with remote sensing, photogrammetry, and aerial imagery applications.
• Programming skills in Python, JavaScript, or related technologies preferred.

Education

• Bachelor’s degree in a field related to GIS, Data Science, Computer Science, Engineering

Why you'll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

In addition to your annual leave, Nearmap offers:

• 4 extra "YOU" days off each year—take a break, no questions asked!
• Company-sponsored volunteering days to give back.
• Generous parental leave policies for growing families.
• Access to LinkedIn Learning for continuous growth.
• Discounted Health Insurance plans.
• Monthly technology allowance.
• Annual flu vaccinations and skin checks.
• Hybrid flexibility
• A Nearmap subscription (naturally!).

At Nearmap, you can chart your own career path and see where our journey together might take you. With complex and fascinating work to challenge and inspire you, you might be surprised by the opportunities you discover. We've got so much more to share—come and explore with us!

Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.