{"id":3444116,"url":"https://alion.io/job/ethos-product-support-associate","title":"Product Support Associate","company":{"id":6048,"name":"Ethos","domain":"ethos.com","url":"https://alion.io/company/ethos","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":15,"ghost_share":0,"stale_share":0.867,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false}],"status":"live","first_seen_at":"2026-10-29T06:05:36Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T04:11:23Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Ethos\nEthos (Nasdaq: $LIFE) is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.\nAbout the role\nProduct Support is the front line for resolving escalated issues that reach our internal teams and customers - the layer between day-to-day support and deep technical investigation. As a Product Support Associate, you'll own escalated cases end to end: diagnosing what's actually going wrong, resolving it directly when you can, and looping in engineering or product only when a case genuinely requires deeper investigation. Most cases you'll handle are resolvable with the right systems knowledge and a sharp eye for detail - this role is about speed, accuracy, and follow-through.This is a high-impact individual contributor role for someone who thrives on solving problems for people, is relentless about getting to the right answer, and wants to build the operating rhythm of a brand-new team.\nDuties and Responsibilities:\nOwn escalation cases end to end - triaging incoming issues from internal teams and customers, diagnosing root cause, and resolving them directly whenever possible\nEnsure accuracy and clarity in every resolution: small errors here have outsized downstream impact\nBuild fluency across the systems that matter for troubleshooting and backend tools (e.g., Datadog, Amplitude) to recognize when something is a known issue vs. something new\nServe as a clear, responsive point of contact for the internal teams and customers who filed the case, keeping them updated and setting accurate expectations on timing\nGet on the phone with customers when a case calls for it, walking them through a solution or troubleshooting live rather than relying solely on written back-and-forth .While not all escalations will require customer interaction, this team will regularly be working with customers to ensure solutions are found through a good customer experience\nMeet defined service levels for response and resolution time, and hold yourself accountable to individual and team goals as the team's cadence gets established.\nIdentify and recognize patterns when the same issue shows up repeatedly, flag it as a candidate for a permanent fix rather than a one-off resolution, and help build the internal knowledge base so recurring issues get faster to resolve over time\nQualifications and Skills:\n1-3 years of experience in customer support, technical support, operations, or a related troubleshooting role\nComfortable working in Salesforce or equivalent case management/help desk software\nStrong analytical instincts and technical curiosity - you can navigate unfamiliar systems and figure out what's actually happening without needing everything explained\nExcellent written and verbal communication, with the ability to explain a resolution clearly to both a frustrated customer and an internal stakeholder\nHighly organized, with a strong sense of ownership over open cases and follow-through on commitments\n\n#LI-Onsite\n#LI-MS1\nDon’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.\nWe are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.\nTo learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.\nRecruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.\n We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.","description_format":"text","description_chars":4658,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Life Insurance & Annuities","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-29T06:40:12Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":55,"reasons":["conf:1","stale_co","velocity","win:early","comp:junior"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/ethos-product-support-associate","json_url":"https://alion.io/job/ethos-product-support-associate.json","meta":{"generated_at":"2026-11-03T08:52:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12645,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6048},"rest":"https://alion.io/mcp/rest/get_company?id=6048"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fethos-product-support-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fethos-product-support-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fethos-product-support-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ethos-product-support-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fethos-product-support-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3444116}},{"tool":"search_jobs","arguments":{"company":"ethos.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3444116},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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