Senior Production Support Analyst

Job Summary

Leading the operational management of the member scheduling and access platform, the full-time salaried Senior Production Support Analyst will oversee incident response, root cause analysis, and platform monitoring while working remotely in the United States.

Key responsibilities

• Lead Tier 2 and Tier 3 incident intake, triage, and diagnosis, coordinating resolution efforts for high-severity events
• Monitor platform availability and integration feeds, defining alert thresholds and service level indicators in collaboration with engineering
• Conduct root cause analysis and manage problem resolution, tracking repeat incidents and providing findings to the Senior Product Owner

Required qualifications

• 8+ years of technical support experience, including at least 3 years in Tier 2 or Tier 3 support for business-critical applications
• 3+ years of experience writing SQL queries to diagnose and resolve production data issues
• Demonstrated experience leading high-severity incidents and conducting post-incident reviews
• Hands-on experience troubleshooting API and system integrations, including log analysis
• Experience working with Agile or Scrum teams using tools like Jira or Azure DevOps