Jr. Customer Support Engineer

About the Role

The Jr. Customer Support Engineer will be responsible for configuring and updating customer logic across documents, forms, and rating rules, using and extending templates for policy documents, and implementing and testing scripted business logic. The role requires a strong attention to detail, excellent communication skills, and the ability to work independently in a remote setting.

The PolicyFly team is committed to innovation and excellence, and the Jr. Customer Support Engineer will play a critical role in helping the company achieve its goals. The successful candidate will be passionate about learning, taking initiative, and growing into a leadership role over time.

What You Will Do

• Configure and update customer logic across documents, forms, and rating rules
• Use and extend templates for policy documents using .docx and templating syntax
• Implement and test scripted business logic using Lua rating functions
• Make customer-facing form changes using Typescript config
• Help triage and fix live customer issues or change requests
• Build or adapt data import scripts to load customer data into reporting systems
• Learn fast, take initiative, and grow into owning full onboarding projects over time
• Collaborate with the PolicyFly team to identify and implement process improvements
• Develop and maintain technical documentation for customer-facing configurations
• Participate in training and knowledge-sharing sessions to enhance skills and expertise

What We Are Looking For

• Solid Microsoft Word skills, especially tables, formatting, and structure
• Strong attention to detail and ability to work accurately in a fast-paced environment
• Comfort with logical thinking and conditional logic
• Experience with programming languages, such as JavaScript, Python, Lua, or Typescript
• Clear written and verbal communication skills, with the ability to work effectively in a remote team
• A self-starter mindset with a hunger to learn and grow
• Ability to work independently and manage multiple tasks and priorities
• Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions
• Experience working in a customer-facing role, with a focus on delivering excellent customer service

Nice to Have

• Familiarity with Git/version control and experience using VS Code or similar editors
• Hands-on exposure to scripting or simple automation, even in school or side projects
• Understanding of how data flows through systems, including ETL, APIs, and reporting systems
• Experience working in the insurance industry or with documentation management systems

Benefits and Perks

• Competitive compensation package, with opportunities for growth and professional development
• Comprehensive benefits package, including health insurance, retirement savings, and paid time off
• Remote work setup, with the flexibility to work from anywhere and maintain a healthy work-life balance
• Opportunities for professional growth and development, including training and education programs
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about innovation and excellence
• Access to cutting-edge technology and tools, with the opportunity to work with the latest software and systems
• Recognition and reward programs, including bonuses and incentives for outstanding performance
• Flexible working hours, with the ability to adjust schedules to meet individual needs and preferences

• Develop a strong foundation in programming languages, such as JavaScript, Python, or Lua, to increase your chances of success in this role.
• Create a portfolio that showcases your technical skills and experience, including examples of customer-facing configurations and scripted business logic.
• Highlight your ability to work independently and manage multiple tasks and priorities, as this is a key requirement for the Jr. Customer Support Engineer role.
• Be prepared to discuss your experience with logical thinking and conditional logic, and provide examples of how you have applied these skills in previous roles.
• Research the insurance industry and PolicyFly's platform to demonstrate your understanding of the company's products and services, and to show your enthusiasm for the role.
• Practice your communication skills, including written and verbal communication, to ensure that you can effectively collaborate with the PolicyFly team and communicate with customers.
• Be prepared to ask questions during the interview process, such as what a typical day looks like in the role, or what opportunities there are for professional growth and development.