Production Support Specialist

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Agile Six

Site WebLinkedInTous les Emplois

51 - 200 employés

🏛️ Gouvernement

🏢 Entreprise

Government • Digital Transformation • Enterprise

Agile Six est une entreprise qui exploite les technologies modernes et un design inclusif et convivial pour améliorer les services gouvernementaux. Elle collabore étroitement avec les agences gouvernementales pour développer des solutions numériques personnalisées adaptées aux besoins des utilisateurs, visant à créer des produits numériques aussi intuitifs que les applications mobiles populaires. Agile Six est reconnue pour son rôle pionnier dans le domaine de la technologie civique, étant membre fondateur et signataire de la Charte de la Digital Services Coalition, qui s'efforce de transformer les fonctions gouvernementales et d'améliorer la vie des citoyens. Leur expertise comprend le développement de produits, le devops, et la transformation numérique, en se concentrant sur l'amélioration des performances et de la scalabilité avec des environnements basés sur le cloud et les meilleures pratiques CI/CD. Agile Six met l'accent sur le design centré sur l'humain, garantissant que leurs outils numériques sont accessibles et efficaces pour tous. Ils ont collaboré avec des clients notables tels que les Centers for Medicare and Medicaid Services et le Department of Veterans Affairs.

Description

• Plan, prioritize, and schedule triage and support activities to ensure maximum issue resolutions within committed SLAs • Field and document incoming issues, coordinate resolution with the team, and capture clear resolution notes for future reference. • In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation • Work closely with engineering teams to triage software/application issues affecting Veterans (ex: a feature behaving unexpectedly in production, a deployment or CI/CD pipeline failure, or a defect surfaced through a support ticket), reproducing and documenting the problem and creating clear, actionable tickets that help engineers diagnose and resolve it efficiently. • Build a support and triage work stream that supports our application's end users and informs how to triage across the larger ecosystem • Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement • Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations • Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms • We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.

🎯 Exigences

• 8+ years of professional product support experience • Experience collaborating with engineering teams to triage production issues, reproduce and document defects, and create clear, detailed tickets that support efficient diagnosis and resolution of bugs. • Enough technical literacy to investigate issues independently (comfortable reading logs, navigating systems and APIs, and understanding how software components fit together) without needing to write production code. • Experience designing or improving processes for triaging and escalating software issues between end users and engineering teams • Excellent written and verbal communication skills, with a strong preference for clarity and concision • A high degree of situational awareness • Strong customer service orientation • Has lived and worked in the United States for 3 out of the last 5 years • Some of our clients may request or require travel from time to time. If this is a concern for you, we encourage you to apply and discuss it with us at your initial interview

🏖️ Avantages

• Self-managed work/life balance and flexibility • Competitive salary • Employee Stock Ownership (ESOP) for all employees! • 401K matching • Medical, dental, and vision insurance • Employer paid short and long term disability insurance • Employer paid life insurance • Self-managed and generous paid time off • Paid federal holidays and two floating holidays • Paid parental leave • Self-managed professional development spending • Self-managed wellness days