Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to and prioritize incoming service requests and incidents.

• Conduct root cause analyses and escalate intricate issues to the relevant teams.

• Maintain documentation of resolutions and update knowledge base articles.

• Configure application settings according to business requirements.

• Assist in the upkeep of system parameters and user-defined settings.

• Oversee user access requests and manage permissions.

• Ensure adherence to internal security policies and audit standards.

• Set up and monitor automated processes for image and file transfers.

• Troubleshoot any failures occurring in scheduled jobs and automation scripts.

• Support project-related data loads and batch processing tasks.

• Schedule and oversee recurring reports, ensuring timely delivery.

• Monitor application performance and system health dashboards.

• Proactively identify and resolve potential issues prior to user impact.

• Collaborate closely with development, infrastructure, QA, and business teams.

• Communicate the status of issues and timelines for resolution to stakeholders.

• Participate in video meetings using MS Teams.

• Execute additional responsibilities as assigned by leadership.

• Report directly to the Director of Production Support.

• Work remotely from home with travel expectations of 10% or less.

⛳️ Requirements

• Permanent work status (UCS/Greencard) is mandatory.

• Employees must reside and work within the continental U.S.

• A Bachelor’s degree in computer science, Information Systems, or a related field (or equivalent experience) is preferred.

• Experience in enterprise applications and production support environments is essential.

• Strong analytical and problem-solving capabilities are required.

• Familiarity with automation tools, scripting languages, and data analysis tools is important.

• Excellent communication and documentation abilities are necessary.

• Capability to work independently and manage multiple priorities is essential.

• Understanding of enterprise applications and their workflows is required.

• Ability to efficiently diagnose and resolve technical issues is a must.

• Basic skills in querying and data validation using SQL are needed.

• Familiarity with MoveIT, SFTP, or AWS S3 for file transfers is preferred.

• Experience with monitoring dashboards and alert systems is advantageous.

• Proficiency in ServiceNow, Jira Service Management, or similar service desk platforms is required.

• Knowledge of PowerShell or Python automation scripts is a plus.

• Ability to work at a computer terminal for 6–8 hours a day is necessary.

• Capacity to lift and move materials weighing up to 20 lbs. infrequently is required.

🏝️ Benefits

• Quality of life with a predictable, full-time remote schedule.

• Competitive salary based on experience.

• Comprehensive medical, dental, and vision coverage, among other benefits.

• Long-term disability insurance.

• Life insurance coverage.

• Generous parental leave policy.

• 401K plan with company matching.

• Certification and tuition reimbursement opportunities.

• Paid holidays.

• Paid time off.