Support Engineer (Customer Success) - THREE

Description

As THREE continues to grow, so does the complexity of the systems we rely on to serve our policyholders, agents, and internal users. We're looking for a technical support engineer to help investigate and resolve issues across our platform. You'll work closely with engineering, product, underwriting, and others across the company to keep things running smoothly. This role involves hands-on work with core systems like our policy management platform (Socotra), our identity platform (Stytch), and our internal admin tools. You'll dig into reported issues, collaborate to diagnose root causes, and improve internal workflows.

Why Join THREE?

Small business insurance is often confusing, bloated, and full of fine print. THREE takes a different approach: we combine essential coverages - including liability, cyber, and workers compensation - into one clear, three-page policy written in plain English. No jargon, no hidden clauses. Behind that simplicity is a growing set of tools, data flows, and third-party systems. As we scale, maintaining that clarity and reliability for our customers depends on strong internal systems and thoughtful, detail-oriented support. Your work will help make sure that the systems powering our product behave as clearly and reliably as the policy itself.

Job Responsibilities

• Dig through codebases, databases, and system logs to diagnose and resolve technical issues
• Collaborate cross-functionally with other departments to ensure workflows are operating as intended and identify areas of improvement
• Own bug resolution by fixing issues yourself and/or working with engineering
• Monitor system performance and advocate for quality of life features to enhance user experience
• Document business processes and workarounds and provide solutions to common issues

Requirements

You’ll Be a Good Fit If You

• Have a strong customer-service mindset with a genuine desire to help others succeed
• Are naturally curious about how technology works and have enthusiasm for learning new systems and tools
• Understand how web applications, APIs, and integrations typically behave
• Are willing to seek out documentation, and are eager to experiment and collaborate with teammates to solve problems
• Can translate complicated technical concepts in approachable, easy-to-understand language

Qualifications

• Bachelor’s degree in computer science, or equivalent work experience
• 1+ year of experience in software engineering, technical support, QA, or similar roles
• Strong problem-solving skills and attention to detail
• Excellent communication skills, both written and verbal
• Proven experience in debugging and troubleshooting complex technical issues
• Familiarity with our tech stack (Python/React/Typescript/SQL) or a strong willingness to learn.

About Us

THREE is a growing insurance provider that sells a unique and straightforward insurance policy to small businesses - from restaurants, to electricians, to consultants - covering them against property risks (e.g. fire, theft, flood), lawsuits, and more. It was born out of and remains part of Berkshire Hathaway, one of the most respected companies in the world. At THREE, you’ll join a team of experienced insurance operators that chooses to run lean, promotes autonomy, and is charged with building a small commercial insurer that challenges the largest players in its space.

Our parent, Berkshire Hathaway Inc. (berkshirehathaway.com) is a holding company with diversified interests in a host of industries, including insurance, energy, transportation and manufacturing. Most policies issued through THREE will be underwritten by Berkshire Hathaway Direct Insurance Company (""BHDIC""), which is an AM Best rated A++ insurer.

BHDIC is domiciled in Omaha, Nebraska. BHDIC and the team at THREE are focused on helping small business owners quickly and easily buy affordable insurance directly from a financially strong insurance company they can trust.

BHDIC is excited to announce our comprehensive benefits package with some new and enhanced features for 2026 that include:

• Medical (PPO/HDHP), vision, disability, and life insurance.
• Enhanced dental plan with orthodontia coverage in addition to a standard plan.
• Generous PTO plan for all benefit-time eligible employees.
• Paid company holidays and 4 floating holidays.
• Paid parental leave.
• Employee Retirement Savings Plan/401(k) with company match and immediate vesting.
• Education Assistance Program that offers 100% upfront tuition reimbursement after 6 months of service for approved degree programs.
• Service Recognition Program that provides a monetary award to be used toward a vacation every 5 years of employment.
• Wellness Initiatives that include Fitness Center and Weight Watchers Reimbursement programs.
• Voluntary benefits that include accident, critical illness, and hospital indemnity.
• Employee discount and rewards program on travel, tickets, electronics, home, and more.

In accordance with pay transparency laws and regulations, the following good faith compensation range estimate is being provided. The salary range for this position is $100,000 - $130,000 per year. Final compensation will be based on candidate qualifications, geographic location, and other considerations permitted by law.