Production Support Specialist

About the role

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:

• 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
• 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
• 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
• Minimum 2 years hands on experience with MySQL Database support
• Residential Real Estate or Single-Family Homes experience desired
• 2+ years of experience with technical troubleshooting, customer support, and account
• Management on an IT Support or Desktop Team
• 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
• Ability to work independantly

Minimum 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

At Summit Consulting, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.