BenTech Partner Success Engineer

Guardian Life Insurance Company; New York (NY); Hybrid; USD 83,000 - 136,000; Full time

Benefits offered by this job

Hybrid work model

Travel up to 10%

Competitive salary

Job summary

Guardian Life Insurance Company is seeking a BenTech Partner Support Specialist to join our Digital team in a hybrid New York office. You will serve as the escalated support for partner and client inquiries, resolving technical issues related to integrations, EDI transmissions, and enrollment processing.

You will document and track cases, meet SLAs, and collaborate with cross-functional teams to drive improvements, expand partner connectivity, and support future-state testing of new integrations.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years in customer/technical/partner support or related client-facing role.
• Experience supporting SaaS platforms, benefits technology solutions, or digital products.
• Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues.
• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience utilizing ticketing and case management systems to document and track customer issues.
• Ability to manage multiple priorities while maintaining accuracy and responsiveness.
• Proven ability to work effectively in a cross-functional and collaborative environment.

Responsibilities

• Serve as the escalated support for partner and customer inquiries via email, phone, and digital channels, providing timely and effective resolutions.
• Troubleshoot and resolve technical issues related to integrations, EDI file transmissions, API connections, enrollment processing, and platform functionality.
• Document, manage, and track customer cases through resolution while ensuring SLAs are met.
• Identify recurring issues and trends, escalating complex matters as needed and partnering with internal teams to drive long-term solutions.
• Educate internal teams on platform capabilities, reporting tools, integration processes, and best practices to improve adoption and self-service success.
• Create and maintain knowledge base articles, FAQs, and support resources that enhance the customer experience.
• Collaborate closely with Partner Support Leadership, Strategic Channel Managers, API Solution Leads, and Development teams to ensure seamless service delivery, new partner connectivity, and production readiness.

Skills

Customer support

Technical support

Partner support

SaaS experience

Problem solving

Verbal/written communication

Cross-functional collaboration

Ticketing systems

Education

Bachelor's degree

Tools

Ticketing systems

APIs

EDI processes

Job description

Guardian Life Insurance Company is seeking a BenTech Partner Support Specialist to join our Digital team in a hybrid New York office. You will serve as the escalated support for partner and client inquiries, resolving technical issues related to integrations, EDI transmissions, and enrollment processing.

You will document and track cases, meet SLAs, and collaborate with cross-functional teams to drive improvements, expand partner connectivity, and support future-state testing of new integrations.