Offer summary

Qualifications:

Degree in information systems, computer sciences, or related field, or relevant work experience., Strong customer service focus and excellent communication skills., Good technical understanding of web-based applications and internet technologies., Configuration or administration experience with Akamai and Amazon Web Services is highly desirable..

Key responsibilities:

Provide first-level technical support and customer service to Arc XP clients.

Maintain positive client relationships through professional communication.

Triaging support tickets and collaborating with engineering teams to resolve issues.

Assist clients with after-hours support as part of an on-call rotation.

Job description

Join the future of news

We’re on a mission to deliver riveting storytelling for all of America. At The Washington Post, you’ll help reinvent news. Our work is driven by a deep investigative spirit and enhanced by innovation to bring audiences closer to the stories that matter most.

About Our Team

The Washington Post is powered by the passion and talent of our people. It takes all of us to reinvent news. Beyond our award-winning Newsroom and Opinions teams, we work across many departments, including Brand & Events, Communications, Customer Care, Engineering & Product, Finance, Human Resources, Legal, Marketing & Advertising, Print Operations, and Sales.

Why This Role Matters

Job Description

Arc XP is seeking a Systems Support Specialist to join our Arc XP Client Support (ACS) team. The team provides superior first level technical assistance and customer service to Arc XP clients in support of our product suite. You will have the opportunity to interact directly with both our global client base and our world-class engineering teams. As a key point of contact with our clients, you will serve as voice of Arc XP to ensure our clients maintain a positive relationship and remain confident in our products. In addition to discovering and applying solutions, you will manage a workload of support cases, owning the tracking and communication between clients and internal engineering teams. This role reports to the manager of the ACS team.

Motivation

You enjoy working across a variety of product technologies and client personalities, where no two days are alike.
You empathize with clients, understanding their concerns and the business impact of their issues.
You understand how to blend your technical and interpersonal skills to communicate complex issues in a relatable and professional manner.
You are energized by problem solving and delight in providing solutions that meet clients’ needs.
You are adept at triaging and resolving issues in a fast-moving environment.

Responsibilities

Maintain a positive relationship with Arc XP clients by communicating continually with clients in a professional and courteous manner and acting as the liaison between clients and other Arc XP engineering teams.
Instill client confidence by maintaining a broad and deep technical understanding of the entire Arc XP platform, keeping abreast of changes to the platform, products, and APIs.
Equip and empower both clients and Arc XP engineering teams to resolve issues by triaging incoming tickets using internal resources (monitoring systems, knowledge bases, system logs) to collect and disseminate actionable information.
Sustain a steady workload of active cases, balancing the needs and priorities of both clients and Arc XP teams.
Assist clients by providing occasional after-hour support as part of an on-call rotation, including after-hours coverage on weekends and during regular business hours.

Qualifications

A degree in information systems, computer sciences or a related discipline, or relevant work experience is required.
The ideal candidate has a strong customer service focus, is an organized self-starter and team player able to work efficiently and effectively without direct supervision.
Superb communication skills and problem-solving abilities are essential.
Candidates must have a strong technical aptitude and a good understanding of web-based applications and internet technologies, including full stack web development.
Configuration/Administration experience with Akamai and Amazon Web Services is strongly desired.
Experience using monitoring tools such as Splunk, CloudWatch and Datadog is preferred but not required.

Compensation and Benefits

Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

Competitive medical, dental and vision coverage
Company-paid pension and 401(k) match
Three weeks of vacation and up to three weeks of paid sick leave
Nine paid holidays and two personal days
20 weeks paid parental leave for any new parent
Robust mental health resources
Backup care and caregiver concierge services
Gender affirming services
Pet insurance
Free Post digital subscription
Leadership and career development program

Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status

The salary range for this position is:

$74,200 - $123,600 Annual

The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.