Production Support Analyst

Overview

As a Production Support Analyst you will play a crucial role in ensuring smooth operations of the Airspace platform, serving as a key liaison between users and internal teams. This hands-on position requires a proactive individual who can effectively address production support needs for both internal and external users.

Primary responsibilities include analyzing, researching, and resolving customer support issues. Quick diagnosis of problems and identification of root causes using available data is paramount. The Analyst will either develop solutions independently or escalate issues to engineering teams while maintaining consistent communication with users on the progress. 

Effective communication is vital. The role involves engaging with product users across various channels, including in-person meetings, phone calls, emails, and live messaging. A prompt, helpful, and positive approach is crucial in all interactions.

The ideal candidate is self-motivated, possesses a strong curiosity for software development, demonstrates a willingness to learn new technologies, and has a genuine passion for assisting others in utilizing the Airspace platform efficiently.

Responsibilities

• Utilize both technical and business acumen to perform analysis, research, and resolution of customer support cases.
• Offer second-tier user assistance, including triaging requests, escalating to colleagues when necessary, and conducting user follow-ups to confirm timely resolution of issues.
• Monitor platform functionality proactively to identify and address potential problems affecting users.
• Develop and contribute materials to the production support knowledge repository.
• Participate in the creation and improvement of production support procedures, with an emphasis on process automation. 

Working Hours Requirements

This role requires working Eastern time zone hours. Working 9-5 ET is sufficient, but starting earlier is preferred. We are looking for a minimum two hours overlap with 9-5 Pacific. During role onboarding even greater overlap is preferred.  

Skill & Experience Requirements 

• Problem Resolution: Adept at quickly and effectively addressing user-reported issues, whether through immediate fixes or collaborative efforts across teams.
• Technical Proficiency: Has an understanding of software development lifecycles, user testing methodologies, and debugging techniques for both web and mobile applications.
• Customer Relations: Possesses excellent communication skills for both internal and external users, ensuring their concerns are heard and providing timely updates. Can remain composed under pressure and manage interactions with dissatisfied customers professionally.
• Detail Orientation: Meticulous in attending to details, particularly in documentation, error tracking, and solution testing for production-related issues.
• Multitasking Capabilities: Can manage multiple technical inquiries simultaneously, alongside other responsibilities like report generation, manual testing, and debugging.
• Software Experience: 2-3 years in a software support or testing role. 

Nice To Have

• Experience reading and analyzing error logs.
• Experience using AI tools to enhance productivity.
• Knowledge of SQL.
• Experience with customer support platforms such as ZenDesk.
• Familiarity with Atlassian’s suite, including JIRA and Confluence.

Compensation:

• Salary Range: $69-75K 
• High-quality health, dental, and vision plan options
• Unlimited PTO
• 401K with company match