Senior Production Support Representative

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

📋 Description

• Address challenges faced by customers and agents regarding portals, service tools, and products.

• Evaluate issues on an individual basis, escalate as necessary based on impact, and resolve independently when feasible.

• Act as a subject matter expert for SquareTrade products, including File A Claim Agent, File A Claim, Smart Concierge, and AI voice agents.

• Manage the Missing Warranty Process and upload warranties for escalated or unique System Concerns requests.

• Oversee system concerns.

• Track production signals, including Datadog dashboards and alerts, Amplitude traffic, and issue intake trends.

• Triage, replicate, and document issues with detailed reproduction steps, evidence, and data-supported business impact statements.

• Record and manage System Escalations in Agility, funnel issues to Digital Product Team planning rooms, and ensure their resolution.

• Categorize issues as defects, working-as-designed, or enhancements to aid in prioritization.

• Coordinate ongoing System Escalations, confirm ownership, refresh impact assessments, and maintain momentum.

• Support Claim Closures within SLA and communicate any risks or delays.

• Provide guidance to MOD, BackOffice, and CRT for High Risk Escalations.

• Assist with GDPR Legal Escalations and other compliance-related needs.

• Host or assist with regional Bug Scrum Meetings to address customer issues across various regions.

• Collaborate with Product, Engineering, DB, Business Architecture, CX, and Operations teams.

• Troubleshoot, participate in Teams meetings, and follow up on triage efforts.

• Utilize SQL, reporting, dashboards, and other data sources to quantify issues and identify trends.

• Employ approved AI and agentic tools to expedite triage, replication, pattern identification, and impact statements while validating outputs.

• Test and validate customer and specialist service tools and provide feedback on defects and experience gaps.

• Contribute to shaping production issue detection and triage processes.

• Innovate and enhance processes as capacity allows.

⛳️ Requirements

• Several years of experience and extensive knowledge of SquareTrade’s Global systems and service processes (or equivalent experience in a similar production support/service operations environment).

• Exceptional communication and collaboration skills, including the ability to write clear and concise impact statements for both business and technical audiences.

• Proficient in documentation and knowledge sharing.

• A global team player with the flexibility to provide rotational regional coverage.

• Capable of leading initiatives with minimal supervision.

• A strong desire for innovation.

• Customer-centric mindset: understands the impact of system issues on customers and front-line specialists.

• Data proficiency: comfortable using data to measure impact and prioritize tasks.

• Consistent and reliable service delivery.

• Experience/certification in Zendesk.

• Familiarity with Splunk and/or Datadog/certification.

• Good understanding of Agility (or Jira) processes, with knowledge of Scrum and Kanban basics; familiarity with Outcome-Based Delivery (OBD) and DPT methodologies.

• Skilled in hosting and leading meetings.

• Proficient in SQL and CRM (Salesforce) with SquareTrade-specific product and portal experience.

• Hands-on experience utilizing AI assistants or agentic tools for analysis, troubleshooting, or documentation.

• Minimum of 6 months of experience at SquareTrade in your current role (eligible internal candidates only).

• Ability to pass a background check.

• SquareTrade/Allstate Protection Plans typically does not sponsor individuals for employment-based visas for this role.

🏝️ Benefits

• Medical, dental, and vision insurance with network options and the chance to contribute to a savings account (HSA or FSA).

• Up to 4% company match for your 401(k) and contributions to a company-sponsored pension plan.

• $75/month budget to support your physical wellbeing.

• $80/month stipend to help with connectivity costs.

• Mental health resources including complimentary 1:1 therapy, coaching sessions, and digital resources.

• Supportive leave policies.

• Generous PTO policy in addition to 9 company holidays.

• Tuition reimbursement of up to $5,250 annually.

• Hybrid work arrangements with regular investment in team gatherings/offsites.

• Various corporate perks and discounts.