Customer Engineer

Preamble & Mission

We're disrupting the insurance industry with our platform Renew, which insurers use to build mathematical models to make complex pricing decisions. Modelling the answer to questions such as:

• What are the chances that SpaceX's next launch will fail?; and
• What are the chances of Kanye West cancelling his sell-out tour?

Renew is self-serve - allowing insurance professionals to login to our development platform and build their own models in a "pro-code" environment, using the open source language of Python.

There is a huge amount of appetite in the insurance industry to learn more about Python and how it can help throughout the value chain, and at hx we believe in being net contributors to the insurance industry.

This is why your mission will be to help build an insurance industry with development skills – enabling insurance specialist actuaries to build risk calculation models through Renew using the same types of tooling and language processes as used by software development engineers.

You’ll be responsible for all facets of customer onboarding and development. From helping to design the best ways to integrate our platform with customers’ tools and data sources, to onboarding and training them in both our platform and best practise of it, to supporting their day to day use of Renew and working with them and our core platform team to develop new features.

We are looking for someone with a passion for ensuring that customers have the best possible experience while using our platform. This means someone who is an excellent communicator, who has experience of supporting customers and working with them to solve interesting and unique challenges, coupled with the technical skills required to work with our core platform team in designing new product features.

Key Responsibilities

Note: hx is still a relatively early-stage business, and our culture prizes initiative highly - as such this section is a good indicator of your role, but the list isn’t exhaustive. The right candidate will seize the opportunity we have to build out an insurance industry first community, and teach it what good looks like!

Working with all parts of the business - including ProdEng (product & engineering), customer, sales & marketing - you will be responsible for:

• Working with our Head of Learning to build and train a community of Python & Renew product enthusiasts in the insurance industry
• Working with our Sales team to design solutions for the custom data/communications integrations required by new customers
• Onboarding new customers – building their Renew environment, making any required customisations to configurations, themes, and functionality
• Working with our core platform team to develop tools to automate these processes, you will have ownership over the customer onboarding process
• Solving customer integration problems, such as VPN, routing, HTTP Proxy, and SSO issues
• Helping customers to solve new and unique challenges within Renew - where required working with our core platform team to specify the changes and design the new features required to provide solutions
• Being an advocate for customers
• Supporting and solving customers’ day-to-day problems. Note that while this is intended to be primarily within normal working hours, there may be some out-of-hours (evening and weekend) support requirements.

Persona

If you're the right fit for this role, you will be able to show clear evidence that you:

Are an enthusiast

This is one of the defining characteristics of all hxers, and permeates work and play for us. We actively seek out lifelong learners who enjoy "levelling-up" as part of their daily life; this means you will be:

• Deeply interested in the start-up and high-growth sector and ecosystem: its quirks, unique characteristics and requirements
• Passionate about quality and ensuring that customers have the very best experience and support available.
• Striving for continuous improvement

Reflect hx and our values

• Are caring and empathic, you look to improve not just your own and our customers lives, but those of everyone at hx
• Organised and a good planner - able to manage engagements with multiple customers and hx teams in parallel
• Persistent and confident in your approach (but without ever being arrogant!)

You'll also need to be comfortable with our way of working, which is remote-hybrid, international, and service-oriented. We are an enterprise technology firm with a multinational client base - we let flexibility, customer-centricity and doing the right thing guide how and where we work.

Experience and skills

hx is far less interested in counting years over evidence of delivery, and our requirements reflect this.

To be successful in this role, you'll need to have:

• Successfully worked in a pre or post-sales customer engineering and support role
• Led the implementation of SAAS products for new customers
• Demonstrated high quality customer management and customer satisfaction
• Acted as first-line support as well as an escalation point for customers
• Have strong hands-on AWS cloud networking skills, ideally with certifications
• Strong programming skills, ideally with Python, otherwise familiarity with any of Rust, Go, Kotlin, React, TypeScript is good
• Strong systems administration knowledge including network management (routers, firewalls, NAT gateways etc), Internetworking via VPC Peering, hardware and software VPNs, HTTP proxies, SSL, routing and firewall configuration and debugging.
• Understanding of Authentication and Authorisation methods like Single Sign On (SSO), SAML, MFA/2-Factor etc
• Infrastructure as code, particularly using Terraform, Hashicorp products are also desirable.
• Developed, or implemented changes to, system configuration and deployment tools – ideally using some of; Python, Golang, Terraform, or similar
• Designed and implemented the integration of SAAS platforms with customer databases and networks
• Worked with internal product engineering teams to scope, specify, and implement product changes to suit new and current customers’ requirements
• Flexibility, while the intention is that you will be working normal hx hours, there will be some out-of-hours (evening, and potentially weekend) support required.
• Bonus points if you have done this with a high-growth or Insurance company, where the product has been changing and updated regularly, requiring a dynamic and agile approach to ensure the content remains current!

What do we offer?

• Competitive salary + very staff-friendly EMI share options
• £5,000 annual learning & development allowance
• 33 days annual leave (inc. public holidays)
• £250 gadget-for-the-office budget (on hiatus due to Covid)
• Top-spec equipment (laptop, wireless keyboards, screens, etc)
• Huge opportunity for personal development and mastery as we grow together
• Regular remote hackathons, lunch & learns, socials and games nights
• Team breakfasts and lunches, snacks, drinks fridge, fun office @ The Ministry
• Annual team trip somewhere warm (sadly on hold due to COVID19)

Diversity @ hx

We are committed to diversity and equal opportunity. We’re a talented and high-energy, but low-ego and kind team who believes that the more inclusive we are, the better our work and culture is. We are not yet where we want to be in terms of balance, but it is our mission to build a team that represents a variety of backgrounds and perspectives and we are working hard towards that goal.

If you like the sound of this role but you’re not totally sure whether you’re the right fit – please apply anyway and we’ll let you know either way. Remember: you miss every shot you don’t take!