Production Support Specialist

Overview

Compensation : $27.00 - $40.00 hourly based on experience and credentials

Location Type : Remote (Candidate must reside in the state of FL)

Position Type : Full Time

The Production Support Specialist serves as the final escalation point for complex technical issues related to Suncoast Credit Union's end-to-end software solution, including those developed internally or provided by third-party vendors, that are used by internal staff, members, or external platform-level consumers such as third parties integrating with our API platforms. Key responsibilities include triaging, troubleshooting, diagnosing, and resolving the most challenging problems, requiring in-depth knowledge of the application architecture and infrastructure. This individual works directly with L3 staff, including creators, architects, engineers, vendors, and stakeholders who own, create, and deliver the products and services. This team is also responsible for the creation and maintenance of systems to monitor production system performance and spot trends, as well as assisting in performing routine system administration and maintenance. An ideal incumbent has a willingness to take on challenges and a desire for personal and professional growth.

Responsibilities

• Monitor the support queue and evaluate incidents logged to ensure they are correctly triaged, prioritized, and assigned to appropriate resources for the fast possible resolution
• Create and monitor dashboards and alerts that will notify of an incident before it is reported by staff or members
• Address and resolve the most difficult technical issues that our MCC staff and IT help desk support teams cannot handle, including complex software configurations, integrations, and system-level problems
• Conduct or lead in-depth investigations to identify the root causes of recurring or complex issues2,develop long-term solutions and preventative measures
• Work closely with developers, Architecture, QA, DevSecOps, IT, and IS, and business units to resolve issues, implement fixes, and contribute to system improvements
• Create and maintain comprehensive technical documentation, including incident reports, knowledge base articles, run books, and standard operating procedures (SOPs) to support other App Dev team members and IT staff
• Provide guidance and mentorship to new Tier 3 staff, lower-tier support, and team members performing on-call duties
• Participate in projects involving application deployment, upgrades, system integrations, and support planning, leveraging your technical expertise to ensure successful implementations
• Collaborate with external vendors and support teams for issues with partnered systems or requiring specialized expertise beyond internal capabilities
• Participate in an on-call rotation to support incidents that occur in the production environment during evenings and weekends, responding quickly to alleviate any issues, and following up during regular business hours with team and department members on incident tracking and root cause analysis
• Contribute to and author existing documentation, but also dynamically adjust content in response to product developments, user insights, and regulatory requirements
• Support staff training and collaboration, fostering robust relationships and trust across and within teams
• Update and disseminate knowledge about the latest trends, regulations, and challenges pertinent to their expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs

Qualifications

Benefits

For more information, including additional benefits, please visit our benefits website at

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at