PRODUCTION SUPPORT LEAD - PRODUCTS & PLATFORMS

Engineering and Product | Delivery Management

Same job available in 28 locations

• Atlanta, Georgia, United States
• Austin, Texas, United States
• Boston, Massachusetts, United States
• Charlotte, North Carolina, United States
• Chicago, Illinois, United States
• Cincinnati, Ohio, United States
• Costa Mesa, California, United States
• Dallas, Texas, United States
• Denver, Colorado, United States
• Detroit, Michigan, United States
• Houston, Texas, United States
• Indianapolis, Indiana, United States
• Kansas City, Missouri, United States
• Miami, Florida, United States
• Nashville, Tennessee, United States
• New York, New York, United States
• Philadelphia, Pennsylvania, United States
• Pittsburgh, Pennsylvania, United States
• Rosslyn, Virginia, United States
• Sacramento, California, United States
• San Diego, California, United States
• San Francisco, California, United States
• San Jose, California, United States
• Seattle, Washington, United States
• St. Louis, Missouri, United States
• Stamford, Connecticut, United States
• Tampa, Florida, United States
• Tempe, Arizona, United States

POSITION SUMMARY

The Team

Are you looking for a unique opportunity with both start-up spirit AND enterprise strength? Deloitte’s Converge for FSI business offers both! We are looking for a talented individual with an innovative mindset to join the Converge for FSI team in our mission to develop differentiated financial services products that achieve product-market fit. This role is focused on ClaimBeacon, a managed composable insurance platform that helps personal and commercial lines insurance carriers launch new digital product propositions and services and transform the digital customer and Claim Adjustors experience. This is a great opportunity to be on the frontlines of Deloitte’s innovation and product strategy while staying close to industry/sector priorities.

Position Summary

ClaimBeacon is Deloitte's AI-powered claims solution – a managed, agentic AI platform integrated with Guidewire that helps insurance carriers modernize the claims experience. As Production Support Lead, you'll own L3 production support for ClaimBeacon, picking up the issues our L1/L2 team can't resolve through initial triage and log review, and seeing them through to a fix. It's a hands-on technical role spanning application bug fixes, data pipeline issues, AI agent troubleshooting, and small enhancements, with a strong emphasis on keeping the platform reliable, secure, and compliant as adoption grows.

Work you’ll do

• Act as the L3 escalation point for tickets triaged, logged, and initially investigated by our L1/L2 support team
• Reproduce, debug, and resolve production bugs across the ClaimBeacon application, using logs and monitoring tools to find root cause
• Troubleshoot and fix data pipeline failures and integration issues between ClaimBeacon and Guidewire
• Monitor, troubleshoot, and resolve issues within the agentic AI platform, including agent orchestration failures, tool/integration errors, and unexpected agent behavior
• Support data and AI governance and compliance requirements, ensuring fixes, data handling, and agent outputs stay aligned with internal controls and regulatory expectations
• Design and ship small enhancements to production code in response to client and internal feedback
• Decide when an issue needs to be escalated to the core engineering team versus resolved directly, to protect the roadmap for new lines of business
• Document root causes, fixes, and workarounds so recurring issues get resolved faster over time

The successful candidate would possess these skills:

• Full-stack development experience in Java and Python, comfortable reading and modifying code across the stack
• Working knowledge of DevOps practices - CI/CD pipelines, monitoring, and cloud environments (AWS)
• Exposure to agentic AI or LLM-based tooling, or strong interest in ramping up quickly on new AI systems
• Familiarity with Flutter, or the ability to pick up a new front-end framework quickly
• Comfortable troubleshooting data pipelines and writing SQL for root cause analysis
• Experience with Insurance platform like Guidewire, Majesco, Origami or similar policy/claims administration platforms is a plus
• Understanding of data and AI governance concepts (e.g., model risk, auditability, responsible AI, data privacy) in a regulated industry setting
• Strong sense of ownership - you see issues through to resolution rather than passing them along
• Able to work independently and make sound judgment calls under the pressure of a live production issue
• Clear communicator who can translate technical detail for both engineers and client-facing teams
• Comfortable moving across the stack - frontend, backend, data, and infrastructure - as the day requires

Qualifications

Required:

• Bachelor's Degree in Software Engineering or equivalent field.
• 5+ years of professional software engineering or production support experience
• Proven experience in last 3 years owning production issues end-to-end – from initial log review and triage through root cause analysis to a shipped fix
• Ability to travel 10-20%, on average, based on the work you do and the clients and industries/sectors you serve.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred:

• Experience supporting SaaS or platform products through periods of active growth and scale
• Familiarity with agentic AI frameworks (e.g., LangGraph) or modern LLM-based tooling
• Insurance industry experience, particularly with claims or policy administration systems

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $105,400-$207,800.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available.

Requisition code: 367479

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