Job Title: Lead Support EngineerJob Location: Chicago, IL / Hybrid (2 days in-person, 3 days remote) Job Type: Full-time, direct hire*Please Note: You must be in the Chicagoland area to be eligible for this position. 

About Snapsheet:Snapsheet exists to simplify claims. We leverage our expertise in virtual estimating and innovative claims management technology, transforming the end-to-end claims process - delivering faster, modern experiences for claims organizations of all sizes.

About the role: As a Lead Support Engineer, you understand that as a high-growth tech company, we stay cutting-edge by keeping our systems, technology, and processes quick, secure, and reliable, and you have the skill set to do just that. Additionally, you are naturally curious and always looking for ways to drive efficiency across an organization. You see a manual process and immediately look for ways to automate it. As a Lead Support Engineer, you are a problem solver and a leader who will work alongside our external/internal customers’ computer systems, software, hardware, etc.

The Lead Support Engineer will work collaboratively with our Director of IT and put your skills in communication, help desk, hardware, and software to build the best possible solutions to help Snapsheet continue its rapid growth today and in the future. 

Responsibilities as the Lead Support Engineer: 

• Be the primary point of contact for our internal users and external customers, as well as IT team members
• Handle both internal and external support tickets learning the business so you can triage and direct tickets to the appropriate development team.
• Queue management and the ability to monitor the team's progress and activity to enable accountability
• Vendor software application installation and troubleshooting
• Local and remote helpdesk support, resolving problems to the end user’s satisfaction
• Web application troubleshooting and error-catching
• Monitoring and responding quickly and effectively to requests
• Documenting internal procedures
• Desktop equipment ordering, imaging, application onboarding, shipping, and physical setup for new hires
• Be a part of an on-call rotation (every 2 weeks)

Qualifications we are looking for: 

• B.S. in Computer Science, Information Technology, Computer Engineering, or related STEM degree or equivalent experience
• 4-5 years of experience in a support role and mentoring junior-level support staff 
• Experience with Bash, PHP, Python, and Powershell (Ruby experience is a plus)
• Strong analytical aptitude for problem-solving skills
• Ability to work independently, manage time, and organize and complete work based on priority
• Interested in learning from other professionals and growing their skills
• Excellent written and oral communication skills
• Willingness to learn and adapt 

What will make you stand out as an applicant:

• Experience using Zendesk and Jira
• Overarching essential ability to be able to understand not just the underlying components, but how they fit together to create the system as a whole
• Team leadership experience
• Strong time management skills and can effectively prioritize tasks 
• Proven examples of your ability to project confidence and helpfulness to colleagues and/or external clients
• Experience with Infrastructure monitoring and development tools such as Rollbar, Cloudwatch, and New Relic

Snapsheet Benefits and Perks: 

• Health, Dental, and Vision Insurance plans through Blue Cross Blue Shield
• 401K with 4% base match (fully vested 60 days after your start date)

• Unlimited PTO policy
• Employee Assistance Program - offers 6 visits with trained counselors per life incident
• Monthly Wi-Fi reimbursement
• Generous parental leave programs
• Open Hack Days every other Friday and Productivity blocks every Tuesday
• Quarterly learning and development budget
• Optional virtual and in-person events 
• Holiday mailers
• Diversity groups including Snapsheet Women’s Advocacy Group, Parents Circle, and more

At Snapsheet we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Snapsheet is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need assistance or accommodations due to a disability, please let us know by emailing talent@snapsheet.me. 

Snapsheet is an equal opportunity employer.