Sr Support Engineer II

WHO WE ARE:
Zinnia is simplifying how people buy, sell, and administer insurance products. Combining intuitive enterprise technology solutions and data insights with the streamlined, consumer-facing Policygenius marketplace, Zinnia is redesigning the insurance experience for shoppers, advisors, and insurers alike and enabling more people to protect their financial futures along the way. Zinnia has over $173.7 billion in assets under administration across 60+ carrier clients, 350 distributors and partners, and over 2 million policyholders..

WHO YOU ARE:
Play a key role in the design, development/configuration, unit testing, installation, and ongoing maintenance of Zinnia hardware and software platforms. Solution Engineers work with stakeholders to develop solutions and/or products that fulfil the needs of internal stakeholders and clients. Those solutions and/or products help Zinnia and our clients to be more efficient and provide better service to end customers. Solution Engineers interact directly with project leaders, business stakeholders, and may periodically interact directly with clients. Solution Engineers will facilitate, lead, and enable more junior team members by acting as a mentor for soft skills and/or technical subject matter expert. Solution Engineers will frequently work across multiple platforms to drive, define, and facilitate platform architecture and standards. Solution Engineers stay abreast of industry trends and advocate, educate, and drive the organization to new technologies.
WHAT YOU LL DO:
Assist in leading strategic IT initiatives that align with organizational goals, focusing on infrastructure robustness.
Provide comprehensive IT support, resolving Tier 1, 2, and 3 issues, and managing escalated technical problems.
Provide dedicated customer support via email, and customer portal requests
Troubleshoot customer system errors and complex technical problems
Ability to identify issues, analyze complex situations and provide a clear status on issues
Develop and automate processes to improve system efficiency and business continuity, utilizing scripting languages such as Bash, or PowerShell.
Lead IT projects from conceptualization to execution, ensuring alignment with strategic objectives and timely delivery.
Collaborate with cross-functional teams to develop and implement IT workflows and projects, particularly aligning with automation and compliance enhancements.
Develop relationships with the IT team and direct cross-functional teams
Have a firm understanding of the IT systems and owning organization global network infrastructure
Able to think outside the box and be resourceful in troubleshooting all technical issues in regard to hardware and software.
Assist in any IT project needs that align with organizational growth (automation, improvements)
Provide first-line support to users where applicable
Escalate IT issues to the IT manager where necessary
WHAT YOU LL NEED:
Bachelor s degree in information technology, Computer Science, or related field.
At least 8-10 years of experience in IT support roles, with a minimum of 4 years in a more senior position.
Have a strong understanding of computer hardware and software, including operating systems, networking protocols, and system integrations.
You should also be able to troubleshoot and resolve technical issues, and install, configure, and update software and hardware.
Be flexible, patient, and supportive. You should also be able to work well in a team environment, manage multiple tasks, and meet deadlines.
Understand how viruses work, how to install and update antivirus software, and how to educate others about security practices.
Proficient with enterprise workflow management systems, particularly JIRA and other Atlassian products.
Strong technical instinct when dealing with customer issues and escalations
Excellent customer facing communication skills
Strong work ethic and a team player

BONUS POINTS:
Any certification (CCNA, MCSE) would be advantage.

WHAT S IN IT FOR YOU

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, PF, incentive/bonus opportunity, tuition reimbursement, and so much more. We re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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