System Support Specialist
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Job Description
System Support Specialist configuring and testing insurance products for Porch Group, a vertical software and insurance platform. Supporting launches, troubleshooting systems, and improving operational workflows in Colombia.
Responsibilities:
- Perform functional and user acceptance testing across development, cycle, staging, and production environments
- Ensure system and product changes are implemented accurately across platforms, channels, and workflows
- Identify, document, and communicate system defects, compliance updates, and configuration issues to Leadership
- Provide end-user technical support through issue resolution, workflow guidance, and system assistance
- Troubleshoot and resolve system and product-related issues using ticketing or case management tools
- Support the full lifecycle of assigned products from requirements through launch and post-release improvements
- Serve as a primary point of contact for product execution questions, dependencies, risks, and delivery challenges
- Partner with Systems, Operations, Compliance, and Product teams on product launches and updates
- Ensure systems, processes, documentation, and teams are prepared before changes go live
- Provide leadership and stakeholders with visibility into progress, risks, timelines, and milestones
- Identify opportunities to improve speed, quality, and efficiency
- Track timelines, dependencies, and deliverables
- Collaborate with the Systems Support Manager to ensure alignment and successful execution
Requirements:
- High school diploma or GED required; Bachelor’s degree preferred
- 3+ years of experience in system support, product operations, process improvement, or project coordination
- Experience working in a highly regulated environment with cross-functional teams
- Accuracy, attention to detail, and accountability
- Strong ethics, integrity, and customer-focused mindset
- Customer experience, system support, and operational execution experience
- Ability to troubleshoot issues and explain workflows clearly
- Experience supporting system changes, product updates, or operational initiatives in a regulated environment, preferably insurance
- Strong analytical and systems-thinking skills
- Ability to interpret data, identify trends, uncover gaps, and recommend improvements
- Excellent written communication, grammar, documentation, and email skills
- Strong problem-solving and decision-making skills
- Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Strong organizational and time-management skills
- Ability to manage confidential information with discretion and professionalism
- Quiet space to work
- Internet connection of at least 30 Mbps download and 10 Mbps upload
- Experience with ticketing, project tracking, or case management systems such as Salesforce or Jira is a plus
- Basic understanding of insurance systems, workflows, APIs, XML/text files, or rating concepts is helpful but not required
Benefits:
- Remote work
- Employment legally administered through RemoFirst, Porch Group's Employer of Record partner in Colombia
- Salary of COP 4,167,000.00 to COP 4,400,000.00 per month
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