Job description

The Product Technical Support Lead is responsible for all incident management, establishing and enforcing proper support practices and procedures, and receiving incidents/requests from end-users. Additionally, when handling tickets/incidents the Product Support Lead is expected research issues and solutions, coordinate/escalate with appropriate teams and communicate regular updates/solutions to the end-users and all impacted parties.

The ideal candidate will have 6-9 years of relevant experience in a technical environment, excellent written/verbal communication skills, and thrives in a fast paced - work hard - play hard environment.

The Product Support Team resolves issues with both internal and external custom business applications. The technical release lifecycle of an application includes; development, user acceptance testing, and deployment to the production environment. Production Support Analysts quickly solve problems with the aim of reducing the business impact of a technology issues or malfunction.

Essential Duties and Responsibilities

Primary responsibilities include, but are not limited to the following:

• Work directly with impacted resources/teams in understanding incidents as they arise.
• Acquire steps to reproduce issues or gain an understanding of the specific scenario/conditions behind an incident.
• Properly track incidents from start to close via Jira Support ticket system.
• Ability to resolve incidents.
• Actively and consistently improve understanding of the system and the solutions used in order to improve the Support teams capabilities when addressing future issues.
• Guide and enforce Product Support policy and procedures with fellow Product Support team members.
• Work with multiple teams and departments to better understand the products, processes, and business model with respect to the internal/external applications.
• Exhibit proper bed-side manner when communicating or addressing any impacted end-users.
• Exhibit a sense of urgency when communicating to business and technical partners on incidents as they occur when they impact system performance or resource availability.
• Act as a technical resource during other projects as required.
• Minimum of 5 years experience supporting software applications (Preferably Front-end programing: HTML, CSS, JavaScript, JQuery, and Angular)
• Work with the various business departments to understand their needs for the software and any issues/concerns they are experiencing.
• Consult with business & IT partners on the evaluation of software especially as it relates to support considerations.
• Periodically review and update DR scripts.
• Establishing cross-training initiatives within the team to provide enhanced support capability.
• Analyzing and resolving production issues while documenting and following up on all unresolved issues.
• Identify and remove impediments, prevent distractions.
• In the event of delays, responsible for coordinating business partner IT Notifications.
• Assist with technical investigations, impact analysis, and provide RCAs.
• Participate in walkthrough reviews of technical specifications, programs, and unit test plans.
• Understands/communicates business unit requests and participates in cross-functional project teams for new systems development.
• Able to work across countries, regions, and time zones with a broad range of cultures and technical capability.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical: Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Clear Communicator: Able to communicate with multiple parties over various levels of technical expertise and provide clear and regular updates.
• Attention to Detail: Will monitor for slight changes in process or pick out small details that could lead to larger issues.
• Conceptual Thinking: Generates creative solutions. Translates concepts and information into images. Applies design principles. Uses feedback to modify designs. Demonstrates attention to detail.
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Technical Skills: Strives to continuously build knowledge and skills; shares expertise with others.
• Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 6 -8 Years of experience in Production support in managing the incoming of Incidents.
• Experience with JIRA and Service Desk as an incident tracking tool.
• A team player with excellent communication skills.
• Willing to work additional hours when required and provide on-call cover
• At least 5-7 years of strong technology environment & application support within the distributed applications space, with a strong demonstration on issue-resolution management practices (technical governance levels with strong analytical/problem solving skills)
• Analytical thinking and problem-solving capability.
• Great attention to detail and time-management skills.
• Financial industry experience is a plus

Language Ability

Ability to clearly and effectively communicate in person, in writing and by telephone

Computer Skills

JIRA Support Desk experience

Certificates and Licenses

ITIL certification is a great Plus

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderately quiet.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to walk.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Fort Worth, TX 76137: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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