Production Support Specialist

Company: Foundant Technologies
Location: Bozeman
Posted on: July 31, 2022

Job Description:

Job Description The Foundant Technologies Production Support team ensures an exceptional experience for our users by providing remote support to critical production systems while providing insight back to product teams to solve challenges with our technology as an advocate for the users that they support. As a Foundant Production Support Specialist, you will play a critical role on the Production Support team as you work to the continued success of our clients and fulfilling our company mission. You will be providing remote technical support to a user base of internal Foundant employees and clients that use our systems and application. You will do this as a part of a growing, multi-tiered support team for our portfolio of software products. Your top priorities will be managing technical issues, research, documentation, fostering business relationships, analyzing trends and the impact of these issues with the goal of driving improvements in the Foundant applications and overall user experience. Responsibilities: Gain an advanced working knowledge of all solutions in the Foundant Technologies product portfolio and organization. Function as Tier 3 client support for Client Services, Support and Engineering teams by Triaging and troubleshoot reported flaws in a cloud-based product environment. Executing, authoring, and modifying SQL scripts in a production database environment to identify data needed to continue business operations and identify and fix data-related issues. Identifying workaround solutions until found flaws are fixed. Occasionally assisting clients with troubleshooting and training on functionality. Identifying and documenting steps needed to reproduce issues in production environments. Working with other technical teams to resolve infrastructure related problems. Embrace and exemplify our corporate values in support of our mission: Do What We Say Enrich the Philanthropic Community Exceptional Productivity Have Fun Commit to Continual Improvement Do the Right Thing Desired Skills & Abilities Have minimum 3 to 5 years' experience in a production support role. Have worked in a Lean-Agile Engineering environment. Have worked in production support role within a cloud based, multi-product, SaaS (Software as a Service) portfolio. Have worked in a software delivery environment that supports continuous integration/continuous deployment lifecycle. Have a familiarity with typical software tools such as Confluence and Jira, Zoom, as well as MS Office products. Have strong interpersonal skills. Have proven success collaborating as part of a team. Have advanced analytical skills to include Presentations Critical Thinking Research Problem Solving Creativity Have an ability to communicate clearly and concisely, both orally and in writing. Have an ability to facilitate resolution of issues across teams (both inside and outside of Engineering). Have experience with best practices for change management and documentation of code releases and solutions. Display a curious problem solver mentality which manifests as an attitude of self-sufficiency and joy in helping customers maximize their experience with software products. Preferred Qualifications Experience in software development or quality assurance Bachelor's Degree in Computer Science AWS Certification

Keywords: Foundant Technologies, Bozeman , Production Support Specialist, Professions , Bozeman, Montana