Hexure ยท 10 hours ago
Tier 2 Production Support Analyst
United States
Full-time
Remote
Mid Level
$77K/yr - $86K/yr
4+ years expHexure is a company that transforms the insurance and financial services industry through innovative sales solutions. The Tier 2 Production Support Analyst is responsible for advanced troubleshooting and resolution of production issues, collaborating with developers and client technical teams to ensure high-quality fixes and sustainable solutions.
Financial ServicesInformation ServicesInformation TechnologySoftware
Responsibilities
Investigate and resolve failed transmissions between the SaaS platform and client/third-party endpoints (e.g., SFTP/HTTP)
Debug API/Web Service calls (REST/SOAP), certificates, and environment configurations using internal utilities and IDEs
Perform code-level analysis (read C#) for root cause when required; document findings and workarounds
Troubleshoot and update business rules for failing items in the carrier or distributor workflow including but not limited to Role Codes, Review Queue, Needs Determination, mapping documents and admin mappings
Contribute to root cause analysis and identifying preventative measures
Lead client specific high priority incident troubleshooting with internal and external technical teams; serve as primary technical contact as needed. Assist base team as a SME with critical incident response
Ensure all SLA commitments are met; contribute to best-practice documentation and process improvements
Analyze logs, payloads, and schemas (including ACORD XML) to identify defects and integration mismatches
Collaborate with engineering (Tier 3) to design and validate fixes; verify in lower environments prior to production changes
Create/maintain diagnostic scripts and runbooks; improve observability and incident response
Provide guidance to Tier 1 teams on recurring technical issues and preventive actions
Participate in on-call rotations for major incidents as needed
Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) at/under targets
Resolution of =50% of failed transmissions directly; effective engagement for remaining cases
Post-incident reviews completed within 5 business days with documented corrective actions
Reduction in repeat incidents for owned services quarter-over-quarter
Qualification
Required
4+ years in technology with strong experience supporting production systems and integrations
Hands-on knowledge of transmission protocols (SFTP, HTTP), APIs/Web Services (REST/SOAP), and certificates
Ability to analyze C# for root cause and familiarity with debugging tools/IDEs
Experience in XML creating, editing and troubleshooting XML documents and schemas, as well as integrating XML with various software applications
Preferred
Life/Annuity Experience is a plus
Experience with Jira Service Management and documentation platforms (Confluence/SharePoint)
Understanding of network security and transmission protocols; experience with ACORD XML structures is a plus
Benefits
Generous benefit packages - We offer our employees competitive health insurance options, including medical, dental, and vision plans, as well as long term and short-term disability insurance.
Pre-tax savings programs including flexible spending accounts, and a 401K that is competitively matched!
Lifestyle Spending Account. This provides an employee the flexibility to spend benefit dollars on the things that matter most to them.
Flexible Paid Time Off (PTO). Work-life balance is a key part of our company culture here at Hexure, and we know that our employees do their best work when they can take the time they need to rest and recharge.
Office Closures โ Inclusion and Diversity are integral to enhancing our culture. In support of this, we offer 10 companywide office closures and encourage all employees to use flexible PTO to celebrate religious or cultural holidays, employee birthdays, or other state or federal holidays that bring personal meaning.
In addition to all the standard PTO options, Hexure proudly offers a generous and progressive paid Modern Family Leave policy.
Professional Development - Hexure supports you and your professional development with a LinkedIn learning account.
We also have employee anniversary perks, health, and wellness programs, and much more!
Most benefits are effective on date of hire!
Company
Hexure
Hexure (formerly Insurance Technologies) offers sales automation solutions for the insurance and financial services industries.
201-500 employees
H1B Sponsorship
Hexure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
NexPhase Capital
2020-09-14Acquired
2014-11-30Private Equity
Leadership Team
๐๐ฎ๐ถ๐ฟ๐ฑ ๐ฅ๐ถ๐
๐ณ๐ผ๐ฟ๐ฑ
CEO
Nageswaran (Nag) Vaidyanathan
EVP, Chief Technology Officer
Recent News
2025-11-10
2025-10-30
Company data provided by crunchbase