IT Support Technician

Job Description

Job Description

Solvd US

Our organization is redefining claims management across the auto and property space through a blend of AI innovation, proprietary technology, and expert-led services that deliver measurable results for insurers, fleets, rental, TPAs/MGAs, and adjacent industries. Our US team combines automation, intelligence, and human expertise to simplify complex processes — accelerating cycle times, reducing costs, and improving outcomes across appraisal, repair, subrogation response, and auto/property estimating. Our solutions help customers move beyond digital claims to a model that’s faster, smarter, and simpler — grounded in data accuracy, transparency, and customer experience.

As part of the Solvd Group, operating in 46+ countries, our mission is to drive results today while shaping the future of claims. From FNOL to final settlement, we connect technology and expertise to deliver precision, performance, and confidence at every stage.

Position Overview

We are seeking a highly motivated and technically capable IT Support Technician at our onsite location in Lenexa, KS . This position will provide technical support to customers and internal users throughout North America, helping troubleshoot and resolve a wide range of application, system, network, and integration-related issues.

The IT Support Technician will serve as a key technical resource between customers, internal teams, and engineering, taking ownership of issues from initial investigation through resolution. The ideal candidate is comfortable working in a fast-paced support environment, can communicate effectively with both technical and non-technical users, and has a strong troubleshooting mindset.

Key Responsibilities

Provide Tier 1–3 technical support for customers and internal users across North America.

· Monitor, troubleshoot, and resolve application, system, connectivity, and integration issues.

· Investigate incidents by analyzing logs, error messages, system behavior, and other technical information.

· Reproduce issues when necessary and clearly document findings and troubleshooting steps.

· Manage support tickets through resolution while maintaining appropriate communication with customers and stakeholders.

· Escalate complex or product-related issues to Engineering, Development, Infrastructure, or other appropriate teams.

· Work closely with Engineering and Product teams to identify recurring issues and contribute to permanent solutions.

· Assist with application deployments, configuration changes, upgrades, and troubleshooting.

· Identify trends in support incidents and recommend improvements to products, processes, and documentation.

· Create and maintain technical documentation, knowledge-base articles, troubleshooting guides, and standard operating procedures.

· Participate in testing and validation of fixes, patches, and new functionality.

· Provide timely communication during service incidents and assist with incident resolution and follow-up.

· Maintain a strong understanding of supported applications, infrastructure, integrations, and customer environments.

Required Qualifications

· 3+ years of experience in technical support, application support, systems administration, or a similar technical role.

· Strong troubleshooting and problem-solving skills.

· Experience supporting business applications in a production environment.

· Experience working with Windows-based systems and common enterprise technologies.

· Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.

· Experience troubleshooting application errors, connectivity issues, authentication problems, and system integrations.

· Ability to read and interpret application and system logs.

· Experience working with a ticketing or IT service management system.

· Strong written and verbal communication skills.

· Ability to prioritize multiple issues based on business impact and urgency.

· Ability to work independently while also collaborating effectively with Engineering and other technical teams.

· Willingness to work a scheduled shift within the 7:00 AM–7:00 PM Central Time support window.

Preferred Qualifications

·  Experience supporting SaaS or enterprise applications.

· Experience with REST APIs, web services, JSON, XML, or other system integrations.

· Familiarity with SQL and the ability to perform basic database queries.

· Experience with cloud platforms such as AWS or Microsoft Azure.

· Experience with authentication technologies such as SSO, SAML, OAuth, or OpenID Connect.

· Familiarity with monitoring and logging platforms.

· Experience with scripting or automation using PowerShell, Python, or similar technologies.

· ITIL or other IT service management experience.

· Experience working in a cybersecurity-conscious environment.

· Experience supporting geographically distributed customers or users.

What we offer

• Comprehensive benefits, including health, dental, vision insurance, and more.
• 401(k) plan options
• Paid time off, sick time, and paid holidays.
• The opportunity to grow with a dynamic, innovative team in a startup-like culture.