Customer Support Engineer

You'll report to: Joe Howes, Customer Support Manager

Team: Customer Success

Location: Remote – This position is open to candidates based in Bengaluru

Role Type: Full-Time, Permanent 

Start date: As soon as possible 

Visa / Sponsorship Available: Not Available 

The Customer Support Engineering Role  

As a Customer Support Engineer at Send, you'll play a key role in supporting, maintaining, and enhancing our underwriting workbench-the core of our SaaS platform-while working directly within our Customer Support Team. This role is focused on resolving platform issues, improving system reliability, and ensuring our customers receive a seamless experience.

This position offers a unique blend of development work and hands-on technical problem-solving, giving you direct insight into how customers use the platform and where improvements can make the biggest impact. If you're a Engineer/ Developer who enjoys tackling complex issues, improving product quality, and working in a fast-paced, customer-focused environment, we'd love to hear from you.

About Send 

In 2017, Send was founded by Andy Moss, Ben Huckel, and Matt McGrillis with a vision to reshape and enhance the underwriting process for commercial insurers-combining advanced technology with deep industry expertise.

By 2019, we had delivered a commercial and specialty Underwriting Workbench for a leading global insurer-one of the UK's top five composite insurers and a major FTSE 100 carrier. This solution streamlined operations, improved efficiency, and enabled forward visibility.

In 2022, we won three industry awards for the Underwriting Workbench and raised $10 million in Series A funding to support our expansion in the UK and US.

The following year, in 2023, we launched Smart Submission, a stand-alone component of the Underwriting Workbench, and were named a Leader in the IDC MarketScape: Worldwide P&C Intelligent Underwriting Workbench Applications Vendor Assessment.

In 2024, we were recognised as a Top Provider in the Datos P&C Workbench report and named a Leader in Celent's Underwriting Workbench reports for both North America and Global Markets.

Our vision is to be the market-leading underwriting software platform for agile carriers.
#loveunderwriting

Our Funding 

From 2017 to 2022, we bootstrapped our growth journey, building a profitable and stable company. In November 2022, following a year of strong customer and team growth, we secured $10 million in Series A funding to accelerate our expansion across the UK and US, as well as to further enhance our product development. We're proud to have the support and expertise of our investors, Mercia and Breega.

We are now preparing for our Series B round and are excited about the growth acceleration this will enable.

The Send Team 

Over the past two years, Send has experienced significant growth, expanding our team by over 50% to more than 90 people. At the start of 2024, our team was primarily based in the UK and Poland. Since then, we've taken major steps toward building a global presence, with team members now located across the US, India, and Ireland-all working collaboratively toward our vision of becoming the market-leading underwriting software platform for agile insurers.

What You'll Be Doing as a Customer Support Engineer

• Designing, developing, and maintaining backend services in Java.
• Building scalable and performant microservices using Spring Boot and modern frameworks.
• Troubleshooting, debugging, and resolving issues across production environments to ensure platform stability and reliability.
• Acting as the initial point of contact for technical issues raised through the Send customer portal, investigating and identifying root causes.
• Having a deep understanding of Send's platform and applying effective troubleshooting techniques to customer-reported issues.
• Fixing code issues and managing changes through environments up to Production.
• Escalating issues into the wider development teams where required, when problems cannot be solved within the Support Team.
• Ensuring compliance with Send policies, processes, and data protection requirements.

The Skills and Experience Needed for the Customer Support Engineer Role 

• Proven experience in an Application Support Engineer, Development, or similar IT role (3+ years).
• Strong experience in Java and Angular development, particularly across backend web applications.
• Proficiency with Spring Boot, REST APIs, JPA, and Hibernate.
• Good understanding of SQL and experience working with relational databases (MySQL preferred).
• Experience supporting and troubleshooting applications in production environments, including business-as-usual support.
• Experience with applications hosted in AWS.
• Familiarity with the software development lifecycle (SDLC) and software engineering best practices, including unit testing and code quality.
• Knowledge of microservices architecture and modern engineering patterns.
• Familiarity with Atlassian tools such as Jira, Confluence, and Bitbucket.
• Strong analytical thinking and problem-solving skills, with a proactive and pragmatic approach.
• Excellent communication skills (verbal and written), with the ability to explain technical issues clearly.

IMPORTANT - Please note this role will involve shift patterns to support customers on a rotation basis, for example 05:30 – 13:30 IST, 12:30 – 20:30 IST and 22:30 – 06:30 IST. 

What's on Offer - Life at Send 

When hiring in India we partner with an Employer or Record, Deel, to offer contracts of employment.

Health Cover - Private medical and dental insurance from day 1, plus access to Spill that provides free confidential mental health support and therapy. 

Time Off - 25 days of annual leave, plus public holidays. We also offer volunteering time and a dedicated wellness day.

Enhanced Parental Leave - Includes 12 weeks of fully paid leave for all new parents, along with additional support for birth-giving parents.

Learning and Development - An annual budget via Learnerbly, providing access to books, courses, conferences, and other resources to support your growth.

Check out Send's public Handbook for more information about our product, recruitment process, team, benefits, and much more.

Customer Support Engineer Interview Process

Our recruitment process for Customer Support Engineer role consists of at least three stages: 

 Stage 1 – Introductory Call (30 minutes)
A conversation with our in-house recruiter, Liam. We'll discuss your background, motivations, and communication skills, and you'll have the chance to learn more about Send and the role.

Stage 2 – Technical Interview
With Nadeem Ahmed (Application Support Analyst) and Dave Howes (Engineering Lead).
You will be asked to complete coding tasks covering SQL, Java, and debugging.

Stage 3 – Team Interview
With Joe Howes (Customer Support Manager) and Nadeem Ahmed (Application Support Analyst).

Stage 4 – Leadership Interview
With Naynesh Patel (Head of Customer Support & Success) and Prajwal Zalaki (Operations Analyst).

Final Stage – 30-minute call with a Send Founder

At Send, we're focused on strengthening our culture-not hiring people who simply "fit" into it. We believe that a diverse, equitable, and inclusive team drives innovation, creativity, better decision-making, and stronger performance.

If you're interested in a role at Send but don't meet every requirement listed, we still encourage you to apply. Research shows that women, Indigenous people, and individuals of colour often hesitate to apply for roles unless they meet every single qualification. We're committed to changing that.

We welcome applications from everyone, regardless of background, ethnicity, or culture. We are committed to reviewing all applications fairly and do not discriminate based on race, ethnicity, colour, religion or belief, national origin, sexual orientation, age, marital or civil partnership status, family status, pregnancy or maternity, disability (visible or invisible), gender identity or expression, or any other legally protected status.

We know that inclusive hiring is an ongoing journey, and we're always looking to improve. If you have feedback on our hiring or interview process, we'd love to hear it.

If you have specific needs or adjustments that would support you during the application process, you can share them in the space provided in your application-we want to ensure your experience is as smooth and comfortable as possible.

Need support with your application or have a question about the role? Email us at liam.longstaff-.technology.