Production Support Specialist

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

📋 Description

• Strategically plan, prioritize, and schedule triage and support activities to ensure optimal resolution of issues within established SLAs.

• Receive and document incoming issues, coordinate resolutions with the team, and maintain clear resolution notes for future reference.

• Collaborate with team members and leadership to develop and refine enterprise-level support processes, procedures, and documentation.

• Work in close partnership with engineering teams to triage software/application issues affecting Veterans (e.g., unexpected feature behavior in production, deployment or CI/CD pipeline failures, or defects identified through support tickets), reproducing and documenting the issues and generating clear, actionable tickets that assist engineers in diagnosing and resolving them efficiently.

• Establish a support and triage workflow that aids our application's end users and enhances triaging across the broader ecosystem.

• Monitor and report on critical production support metrics to evaluate operational stability and identify actionable insights that foster continuous improvement.

• Provide leadership within this workstream, extending beyond ticket processing to influence the direction of help desk operations.

• Clearly and succinctly communicate issues and resolutions at all organizational levels, using standardized language and terminology.

• Anticipate that the responsibilities of this role will evolve over time, influenced by the unique strengths and interests of the chosen candidate and other team members, as well as an evolving understanding of the delivery environment.

⛳️ Requirements

• Over 8 years of experience in professional product support.

• Proven experience in collaborating with engineering teams to triage production issues, reproduce and document defects, and create clear, detailed tickets that facilitate efficient diagnosis and resolution of bugs.

• Sufficient technical literacy to independently investigate issues (comfortable reading logs, navigating systems and APIs, and understanding the integration of software components) without the need to write production code.

• Experience in designing or enhancing processes for triaging and escalating software issues between end users and engineering teams.

• Exceptional written and verbal communication skills, with a strong emphasis on clarity and conciseness.

• High degree of situational awareness.

• Strong customer service orientation.

• Must have lived and worked in the United States for 3 out of the last 5 years.

• Some clients may occasionally require travel. If this poses a concern for you, we encourage you to apply and discuss it during your initial interview.

🏝️ Benefits

• Flexible, self-managed work/life balance.

• Competitive salary package.

• Employee Stock Ownership Plan (ESOP) available for all employees!

• 401K matching contributions.

• Comprehensive medical, dental, and vision insurance.

• Employer-paid short and long-term disability insurance.

• Employer-paid life insurance.

• Generous self-managed paid time off.

• Paid federal holidays along with two floating holidays.

• Paid parental leave.

• Self-managed professional development budget.

• Self-managed wellness days.