Hexure
Website:
hexure.com
Job details:
Brief Description
Tier 2 Production Support Analyst
Position Summary
The Tier 2 Production Support Analyst is a technical specialist responsible for advanced troubleshooting, root-cause analysis, and resolution of production issues including failed transmissions, complex integrations, and client business rule configuration. This role collaborates closely with developers and client technical teams across Hexure's SaaS platform to ensure timely, high-quality fixes and sustainable solutions.
About Hexure India
Headquartered in the city of Jaipur, Rajasthan, we are a team of highly motivated and committed individuals with years of expertise, developing and delivering innovative sales automation solutions for the insurance and financial services industries. We work collectively with our US-based company to develop software solutions that are intuitive, easy to use, and compliant. Together as a team, we strive to provide our insurance carrier and distributor clients best-in-class sales solutions that transform business processes and empower sales across all insurance, retirement and investment products. We encourage creativity and innovation, champion teamwork and are committed to being the best at what we do – and always have our customers best interest in mind.
Employment Benefits Package Includes
- 100% employer paid medical insurance for family, 100 % employer paid accidental insurance.
- 100% employer paid term insurance.
- Pre-tax savings programs and retirement planning programs.
- Parking, Team Building Activities, Employee Appreciation Events.
- Hybrid work schedule.
- Twenty days annual paid time off/sick time on an accrual basis, Maternity Leave, Paternity Leave and Bereavement Leave.
- Casual work environment with 5-day week.
Support Window
Hexure offers live client support from 8:00am to 8:00pm EST; team members’ work schedules that fall within this window based on business needs. Time outside of working hours could be required in cases of high/critical system outages.
Deliverables & Performance Measures
- 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.
What Will Make You Successful
- 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.
- Life/Annuity Experience is a plus.
Qualifications
- 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. Understanding of network security and transmission protocols; experience with ACORD XML structures is a plus.
- Experience with Jira Service Management and documentation platforms (Confluence/SharePoint).
Core Values
- Courage: At Hexure we bravely tackle challenging tasks by speaking up and taking the first step. We are looking for candidates who are not afraid to take on new tasks and ask for help when needed.
- Accountable: We take ownership of our impact on colleagues, customers and community. We are looking for candidates who understand the impact of their words, work, and actions, striving to ensure that goals and objectives are met with integrity, while leveraging their influence to enhance the lives of colleagues and customers.
- Resilient: We swiftly recover from setbacks by maintaining a solution-oriented mindset, staying focused and continuously seeking improvement. We are searching for candidates who exhibit strong resilience, showing the ability to bounce back quickly from adversity, embrace challenges with a positive attitude, and consistently drive towards overcoming obstacles.
- Inquisitive: At Hexure we seek innovative solutions and constantly challenge the status quo. We are seeking candidates who demonstrate natural curiosity, actively ask questions, pursue new knowledge, and eagerly explore uncharted territories to drive innovation.
- Nimble: We are flexible and adaptable. We are seeking candidates who can quickly adjust to changing circumstances, embrace new challenges with ease, and effectively navigate dynamic environments.
- Growth: At Hexure we commit to nurturing the growth and development of our employees, business and communities. We are seeking candidates who will match our enthusiasm for continued growth.
Where We See This Role Going
- Sr Tier 2 Production Support Analyst
- Lead, Tier 2 Production Support
Expected Hours Of Work
This is a full-time position with regular office hours Monday through Friday.
This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties as requested.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.
This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
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