Customer Support Engineer – Level 1

Position Summary

We’re looking for a curious, detail-oriented, and proactive Customer Support Engineer to join our growing team. This is a great opportunity for someone early in their career who’s eager to learn the ins and outs of customer support in a fast-paced Insurtech environment. 

You’ll play a key role in supporting our internal teams, helping to resolve client issues, improve operational processes, and make sure things run smoothly behind the scenes. If you're organized, tech-savvy, and have a passion for problem-solving — this role is for you.   This position reports to the Director of Customer Support, who is responsible for post implementation support for all our clients. 

Key Responsibilities

Production Support & Ticket Management 

  • Monitor incoming support tickets and help triage, route, and track them to resolution. 

  • Assist in troubleshooting basic client or internal issues by gathering relevant information and coordinating with appropriate teams. 

  • Help maintain documentation related to known issues, resolutions, and support procedures. 

Operational Coordination 

  • Support daily and weekly operational routines (e.g. scrums, check-ins, reports) by gathering updates and tracking open items. 

  • Help manage task lists, priorities, and follow-ups across customer support, and delivery teams. 

  • Prepare reports, dashboards, or summaries for internal stakeholders as needed. 

Data Support & Quality Checks 

  • Assist in pulling data to support investigations or reports using tools like Excel or SQL. 

  • Support data quality reviews and help identify trends or recurring issues. 

  • Assist with exploratory data analysis when onboarding new data sources 

  • Help profile unfamiliar datasets where business teams lack documentation 

  • Validate incoming data formats such as: 

  • CSV, JSON, Parquet (XML/YAML exposure is a plus) 

  • Support schema comparisons and basic data modeling validation 

Team Collaboration & Communication 

  • Communicate updates to internal stakeholders clearly and reliably. 

  • Help coordinate responses to client queries or escalations in collaboration with client-facing teams. 

Process Improvement & Documentation 

  • Look for opportunities to improve how we work and make recommendations to increase efficiency. 

  • Work with senior engineers to: 

  • Document pipeline behavior, data flows, and assumptions 

  • Create and maintain standard operating procedures (SOPs) 

  • Contribute to runbooks, onboarding guides, and support documentation 

  • Help standardize operational workflows across data solutions 

  • Learn about insurance operations, data tools, and delivery practices in a supportive team environment. 

Qualifications

  • 0–2 years of experience in data engineering, analytics, or technical support 

  • Foundational experience with: 

  • Python (scripts, basic data manipulation) 

  • SQL (queries, joins, simple aggregations) 

  • Familiarity with ETL concepts and data pipelines (coursework, internships, or early professional experience) 

  • Experience working with structured and semi-structured data formats: 

  • CSV, JSON, Parquet (XML/YAML a plus) 

  • 1–2 years of experience in an operational, support, or coordination role — or equivalent co-op/internship experience. 

  • A problem-solver’s mindset — you're comfortable asking questions, digging into issues, and figuring out how things work. 

  • Strong organizational skills with the ability to manage multiple tasks and priorities. 

  • Basic familiarity with tools like Jira, Confluence, Excel 

  • Excellent communication skills and a team-first attitude. 

  • A desire to learn more about technology, customer support, and the insurance industry. 

  • Post-secondary education in computer science, technology, or a related field (or equivalent experience). 

Why Join Us?

  • Be part of a purpose-driven company transforming the insurance landscape.  

  • Work on high-impact initiatives with a collaborative, high-performing team.  

  • Opportunity to grow your skills across business analysis, data, and customer support with a modern tech stack.  

  • Flexible hybrid work model with occasional travel to client sites  

Working Environment

  • Established company with a great start-up culture

  • Hybrid work model

  • Located in the heart of Downtown Toronto, 7-minute walk from Union Station

How to Apply: If you're ready to take on an exciting new challenge and help drive innovation in the insurance industry, we'd love to hear from you! Please submit your resume and cover letter to jobs@hubio.com with the subject line "regul8 Customer Support Engineer".

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Data Engineer – Level 3