What are the responsibilities and job description for the Enterprise Technical Support Engineer position at Nearmap?
Job Description
We are seeking an Enterprise Technical 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
Qualifications
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.
Bachelor’s degree in a field related to GIS, Data Science, Computer Science, Engineering
Familiarity with remote sensing, photogrammetry, and aerial imagery applications.
Programming skills in Python, JavaScript, or related technologies preferred
Additional Information
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.