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