You ll report to Joe Howes Customer Support Manager Team Customer Success Location Remote - This position is open to candidates based in Bengaluru Role Type Full-Time Permanent Start date As soon as possible Visa Sponsorship Available Not Available The Application Support Analyst Role This role is an exciting opportunity for the right candidate to be part of Send s Customer Support Team and being part of the team responsible for delivering exceptional service to our customers We offer a flexible career development approach where you will work on a variety of development projects as well as being responsible for business-as-usual support In addition you will be responsible for ensuring internal procedures policies and practices are executed adhered to and maintained About Send In 2017 Send was founded by Andy Moss Ben Huckel and Matt McGrillis with a vision to reshape and enhance the underwriting process for commercial insurers-combining advanced technology with deep industry expertise By 2019 we had delivered a commercial and specialty Underwriting Workbench for a leading global insurer-one of the UK s top five composite insurers and a major FTSE 100 carrier This solution streamlined operations improved efficiency and enabled forward visibility In 2022 we won three industry awards for the Underwriting Workbench and raised 10 million in Series A funding to support our expansion in the UK and US The following year in 2023 we launched Smart Submission a stand-alone component of the Underwriting Workbench and were named a Leader in the IDC MarketScape Worldwide P C Intelligent Underwriting Workbench Applications Vendor Assessment In 2024 we were recognised as a Top Provider in the Datos P C Workbench report and named a Leader in Celent s Underwriting Workbench reports for both North America and Global Markets Our vision is to be the market-leading underwriting software platform for agile carriers loveunderwriting Our Funding From 2017 to 2022 we bootstrapped our growth journey building a profitable and stable company In November 2022 following a year of strong customer and team growth we secured 10 million in Series A funding to accelerate our expansion across the UK and US as well as to further enhance our product development We re proud to have the support and expertise of our investors Mercia and Breega We are now preparing for our Series B round and are excited about the growth acceleration this will enable The Send Team Over the past two years Send has experienced significant growth expanding our team by over 50 to more than 90 people At the start of 2024 our team was primarily based in the UK and Poland Since then we ve taken major steps toward building a global presence with team members now located across the US India and Ireland-all working collaboratively toward our vision of becoming the market-leading underwriting software platform for agile insurers What You ll Be Doing as a Customer Support Analyst Act as the initial point of contact to investigate and find solutions to issues raised through the Send customer portal Have a detailed understanding of the solutions developed by Send Technology and troubleshooting techniques Work on producing and maintaining automated tests Escalate issues for fix into the development teams where they cannot be resolved within the Support Team Coordinate customer service operations and find ways to ensure customer retention Operational delivery of information security throughout the organisation Ensure compliance with Send Policies Processes including local and international laws e g data protection Oversee the implementation of technology solutions throughout the organisation Support the management of all Customer solutions post release Complete customer health checks Production troubleshooting and resolution of customer issues and completion of processes associated to support those tasks Communicate the application support policies procedures and SLAs to the relevant parties Plan and monitor day-to-day activities Fix code issues and manage through environments to Production The Skills and Experience Needed for the Customer Support Analyst Role Proven experience in an Application Support Development or similar IT role 3 years Familiarity with all business functions required within an IT development support team Familiar with the SDLC Familiar with Atlassian Suite Jira Confluence Bitbucket Good understanding of SQL Java Experience of business as usual support Experience of supporting applications hosted in AWS Analytical mind Problem-solving aptitude Excellent communication skills verbal written Excellent planning organising and time management skills KEY - Please note this role will involve shift patterns to support customers on a rotation basis for example 05 30 - 13 30 IST 12 30 - 20 30 IST and 22 30 - 06 30 IST What s on Offer - Life at Send When hiring in India we partner with an Employer or Record Deel to offer contracts of employment Health Cover - Private medical and dental insurance from day 1 plus access to Spill that provides free confidential mental health support and therapy Time Off - 25 days of annual leave plus public holidays We also offer volunteering time and a dedicated wellness day Enhanced Parental Leave - Includes 12 weeks of fully paid leave for all new parents along with additional support for birth-giving parents Learning and Development - An annual budget via Learnerbly providing access to books courses conferences and other resources to support your growth Check out Send s public Handbook for more information about our product recruitment process team benefits and much more Customer Support Analyst Interview Process Our recruitment process for Customer Support Analyst role consists of at least three stages Stage 1 - Introductory Call with our in-house recruiter Liam 30 minutes This will cover your background motivations and communication skills along with an opportunity to learn more about Send and the role Stage 2 - Interview with Joe Howes Customer Support Manager and Prajwal Zalaki Operations Analyst Stage 3 - Interview with Naynesh Patel Head of Customer Support Success 30-minute call with a Send Founder At Send we re focused on strengthening our culture-not hiring people who simply fit into it We believe that a diverse equitable and inclusive team drives innovation creativity better decision-making and stronger performance If you re interested in a role at Send but don t meet every requirement listed we still encourage you to apply Research shows that women Indigenous people and individuals of colour often hesitate to apply for roles unless they meet every single qualification We re committed to changing that We welcome applications from everyone regardless of background ethnicity or culture We are committed to reviewing all applications fairly and do not discriminate based on race ethnicity colour religion or belief national origin sexual orientation age marital or civil partnership status family status pregnancy or maternity disability visible or invisible gender identity or expression or any other legally protected status We know that inclusive hiring is an ongoing journey and we re always looking to improve If you have feedback on our hiring or interview process we d love to hear it If you have specific needs or adjustments that would support you during the application process you can share them in the space provided in your application-we want to ensure your experience is as smooth and comfortable as possible Need support with your application or have a question about the role Email us at liam longstaff-pagoni send technology

📌 Customer Support Analyst (Karnataka)
🏢 Send
📍 Karnataka