Production Support Technician

Location: El Segundo, CA

Skills: SQL, SQL Server, XML, XSLT, support/production support, (order management, OrderMotion/OMX, Netsuite, eCommerce, JIRA/Confluence)

Job Description

Job Title: Production Support Technician

Why work here as a Production Support Technician?

  • When one has a great product, distribution and marketing are the keys to everything.
  • Here’s a chance to work with a company that is well-known for supporting a number of transformative products through the use of media and cutting-edge technologies.
  • Chance to work at a company that focuses both on ecommerce as well as television production for their products.

As a Production Support Technician, you will:

  • Diagnose, troubleshoot, track, escalate and resolve technical support issues for the Order Management software application
  • Track, escalate and ensure proper documentation of issues/bugs in JIRA
  • Serve as primary liaison between production support team and Command Center Service Desk tier 1 support team
  • Discern between defects and customary system behavior and escalate appropriate issues to the Applications Engineering team
  • Influence process improvement by analyzing incident data and identifying patterns/frequency
  • Prompt and efficient response to incident inquiries from internal stakeholders
  • Communicate incident status across the organization (including tier 1 support, Resolver Groups, Application Engineering Managers, Product Managers and Service Delivery Management)
  • Maintain SLA and Service Delivery KPIs by prioritizing and triaging issues
  • Prepare and maintain SLA standards and performance reports
  • Track progress, deliverables, issues and risks for incident management
  • On-call support for severity 1 escalation as needed

What Gets You the Job?

  • Minimum of 2 years’ experience working in a related field
  • Bachelor’s Degree in Computer Science (or related degree)
  • 2+ years’ experience with SQL (i.e. Microsoft SQL server), XML and XSLT
  • Strong technical, analytical, and communication skills (written and verbal)
  • Experience with Atlassian JIRA/Confluence
  • Strong knowledge of Microsoft Office (Word, Excel, Outlook)
  • Flexibility in schedule (for possible on-call support)
  • Results-oriented with the ability to work in a fast-paced deadline- and team-driven environment

Compensation: $100,000/Year

For immediate consideration please click Apply or email resumes to:

Rachel Lee
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