Production Support Specialist

Job Description

The Production Support Tier 2 role is responsible for providing elevated technical assistance and support to all departments across all technology platforms.

This role requires a strong technical aptitude and the ability to resolve complex issues beyond basic frontend remediation.

Success in this role entails a holistic perspective on production support and software excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel

Manage Tier 2 support for 2+ critical production applications. Tier 2 support requires an elevated technical skillset and a strong expertise in the systems being supported

Remain compliant with all governance requirements, ensuring that testing and approval evidence is captured where applicable

Troubleshoot web-based and native applications on multiple device types and browsers to ensure cross-compatibility

Understand and document integration details to perform data mapping analysis related to API concerns or process / job failures

Gather information independently, carry out necessary research, and provide an in-depth analysis to resolve production issues

Participate in weekly cadences and brainstorming sessions to identify opportunities and provide representation of the end users

Work closely with the product / dev / QA team to prioritize and document bugs

Provide severity and analysis of issues, inquiries, and requests

Maintain ownership until resolution of technical issue

Prioritize and deliver excellent customer service by troubleshooting and resolving issues related to Tricon’s technology solutions

Enforce best practices with end users to ensure data integrity throughout the organization

Analyze patterns in user requests to identify actionable insights for process improvement

Account creation and enforcement of user security and permissions

Assist with the development and delivery of training materials and documentation

Regularly contributes to and updates knowledge base system

Generate reports on system usage and ticket history as needed

Manage projects and tasks in project management tool

Maintain SLA and ticket closure goals using service desk software

Monitor system health by reviewing performance metrics and running pre-defined automated test cases

QUALIFICATIONS :

Ability to write advanced sql / mysql queries to perform technical troubleshooting

Experience navigating AWS consoles to review Cloudwatch logs, engage with Cognito user pools, and other AWS services as required for Tier 2 technical support

Residential Real Estate or Single-Family Homes experience desired

2+ years of experience with technical troubleshooting, customer support, and account management

Strong customer service orientation is essential

Support desk experience is highly desired

Strong attention to detail, problem-solving, and process improvement skills

Must have a passion for learning new technology and developing innovative solutions

REQUIREMENTS :

Bachelor’s degree or a combination of industry certifications and / or equivalent related work experience

Excellent verbal and written communication skills

Demonstrated ability to handle a fast-paced environment and the ability to prioritize and complete tasks

Ability to think critically to analyze issues and propose solutions

Work well in a team environment; willingness to collaborate to find optimal business solutions

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand;

walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch The employee must occasionally lift and / or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision and depth perception.