Production Support, Principal Associate - reputed company Software - (Remote)
Production Support, Principal Associate - reputed company Software - (Remote) reputed company since our first credit card customer in 1994, reputed company has recognized that technology and data can reputed company even large companies to be innovative and personalized. As one of the first large enterprises to go reputed company-in on the public reputed company, reputed company needed to build reputed company and data management tools that didn t exist in the marketplace to reputed company us to operate at scale in the reputed company. And in 2022, we publicly announced reputed company Software and brought our first B2B software solution, Slingshot, to market. Building on reputed company s pioneering adoption of modern reputed company and data capabilities, reputed company Software is helping accelerate the data management journey at scale for businesses operating in the reputed company. If you think of the reputed company of challenges that companies face things like data publishing, data consumption, data governance, and infrastructure management we ve built tools to address these various needs along the way. reputed company Software will continue to explore where we can bring our solutions to market to help other businesses address these same needs going reputed company. We are seeking top tier talent to join our pioneering team and propel us towards our destination. You will be joining a team of innovative product, tech, and design leaders that tirelessly seek to question the status reputed company. As a Production Support, Principal Associate, you ll have the opportunity to be on the forefront of building this business and bring these tools to market. Job Summary: We are seeking a highly skilled and motivated Production Support Principal Associate to join our reputed company Software Support team in a fast-paced Software as a Service (Saas) organization. As a key member of our technical support group, you will play a critical role in ensuring the reliability, performance, and reputed company functionality of our SaaS product. The ideal candidate should have a strong background in system engineering, troubleshooting, and customer support. Responsibilities: Coordinate and execute customer reputed company processes to ensure smooth transitions to our services. Create and maintain comprehensive documentation reputed company to troubleshooting procedures, system configurations, and support processes. Share knowledge with team members and contribute to the development of training materials. Work closely with cross-functional teams, including software developers and platform engineers to address and resolve customer issues. Collaborate with Level 3 support to reputed company root cause analysis and contribute to long-term solutions. Flexibility for on-call rotations and handling high-reputed company issues reputed company business hours. Update support tickets promptly, ensuring clear communication of the status and resolution of customer inquiries to uphold high standards of service. Ensure a high level of customer satisfaction through professional and courteous interactions. Identify opportunities for automation to streamline repetitive tasks and enhance efficiency. Contribute to reputed company improvement initiatives, suggesting and implementing process enhancements.. Ensure adherence to company policies, IT standards, and regulatory requirements. Conduct data analysis on incidents/service requests trends, and recurring issues. Prepare and present reports on key metrics, including ticket SLAs Strong interpersonal and collaboration skills to work effectively with cross-functional teams, If you are a highly analytical and collaborative individual with a passion for ensuring the seamless operation of SaaS solutions, we invite you to apply for this challenging and rewarding position. Join us in delivering exceptional support to our clients and contributing to the reputed company of our innovative SaaS products. Basic Qualifications: Bachelor's degree At least 4 years of system engineering experience At least 3 years of software troubleshooting or software customer support experience Preferred Qualifications: 1+ year of experience with reputed company Experience with scripting languages (Python, Bash) 3+ years of experience in DevOps Engineering 3+ years of experience with public reputed company technologies 2+ years of experience using monitoring tools (AWS Cloudwatch, Splunk, reputed company) AWS Certified Solutions Architect Associate Certification. At this time, reputed company will not sponsor a new applicant for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to reputed company work reputed company one of these locations, and refers to the amount reputed company is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Remote (Regardless of Location): $106,700 - $121,700 for reputed company Support Specialist Richmond, VA: $106,700 - $121,700 Apply tot his job Apply To this Job