Production Support Analyst

Summary

Join Airspace as a Production Support Analyst and ensure the smooth operation of our platform by serving as a liaison between users and internal teams. You will analyze, research, and resolve customer support issues, quickly diagnosing problems and identifying root causes. This role requires effective communication across various channels, including in-person meetings, phone calls, emails, and live messaging. The ideal candidate is self-motivated, curious about software development, and passionate about assisting others. You will work Eastern Time zone hours, with a minimum two-hour overlap with Pacific Time. Airspace offers a competitive salary, high-quality health benefits, unlimited PTO, and a 401k with company match.

Requirements

• Problem Resolution: Adept at quickly and effectively addressing user-reported issues, whether through immediate fixes or collaborative efforts across teams
• Technical Proficiency: Has an understanding of software development lifecycles, user testing methodologies, and debugging techniques for both web and mobile applications
• Customer Relations: Possesses excellent communication skills for both internal and external users, ensuring their concerns are heard and providing timely updates. Can remain composed under pressure and manage interactions with dissatisfied customers professionally
• Detail Orientation: Meticulous in attending to details, particularly in documentation, error tracking, and solution testing for production-related issues
• Multitasking Capabilities: Can manage multiple technical inquiries simultaneously, alongside other responsibilities like report generation, manual testing, and debugging
• Software Experience: 2-3 years in a software support or testing role

Responsibilities

• Utilize both technical and business acumen to perform analysis, research, and resolution of customer support cases
• Offer second-tier user assistance, including triaging requests, escalating to colleagues when necessary, and conducting user follow-ups to confirm timely resolution of issues
• Monitor platform functionality proactively to identify and address potential problems affecting users
• Develop and contribute materials to the production support knowledge repository
• Participate in the creation and improvement of production support procedures, with an emphasis on process automation

Preferred Qualifications

• Experience reading and analyzing error logs
• Experience using AI tools to enhance productivity
• Knowledge of SQL
• Experience with customer support platforms such as ZenDesk
• Familiarity with Atlassian’s suite, including JIRA and Confluence

Benefits

• High-quality health, dental, and vision plan options
• Unlimited PTO
• 401K with company match