Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
About the role
- Technical Support Engineer investigating customer issues in asset-heavy industries. Collaborating with Product and Engineering to enhance support quality and efficiency.
Responsibilities
- Investigate, troubleshoot, and resolve customer issues across our product ecosystem
- Communicate with customers through written channels (tickets, emails, chats) and occasional calls
- Take ownership of designated customer accounts and ensure high-quality support delivery
- Collaborate with Product and Engineering to escalate issues, share insights, and improve product quality
- Contribute to support process improvements, internal projects, and efficiency initiatives
- Participate in on-call duties with compensation
- Support ongoing team priorities, including ticket cleanup, tool implementation, and operational improvements
Requirements
- 4 -6 years of experience in Technical Support, Application Support, or a similar customer-facing technical role
- Strong troubleshooting mindset and ability to get to the root cause of issues
- Customer-focused attitude with a commitment to delivering timely, high-quality support
- Experience working with cross-functional teams (Support, Product, Engineering)
- Ability to manage multiple cases simultaneously and stay calm under pressure
- Excellent communication skills in English - both written and spoken
- Proactive approach, ownership mindset, and willingness to contribute to process improvements
Benefits
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and the role
- Competitive compensation with some nice additional perks
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual one just to look nice on social media but what our team choose and ask for
- A great team of engaged passionate and helpful people
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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