[Hiring] Product Support Specialist @CorroHealth

Role Description

The Production Support Specialist is responsible for maintaining the operational integrity of internal business applications by responding to service requests, troubleshooting issues, and ensuring system stability. This role involves a mix of technical analysis, configuration, monitoring, and user support to ensure smooth day-to-day operations. This is a remote position.

Essential Duties and Responsibilities

• Respond to and prioritize incoming service requests and incidents.
• Perform root cause analysis and escalate complex issues to appropriate teams.
• Document resolutions and maintain knowledge base articles.
• Configure application settings based on business requirements.
• Assist in maintaining system parameters and user-defined settings.
• Manage user access requests and permissions.
• Ensure compliance with internal security policies and audit requirements.
• Set up and monitor automated processes for image and file transfers.
• Troubleshoot failures in scheduled jobs and automation scripts.
• Support project-related data loads and batch processing.
• Schedule and monitor recurring reports and ensure timely delivery.
• Monitor application performance and system health dashboards.
• Proactively identify and resolve potential issues before they impact users.
• Work closely with development, infrastructure, and business teams.
• Communicate effectively with stakeholders regarding issue status and resolution timelines.
• Responsibilities may evolve over time, and team members may be assigned other duties as determined by leadership to support organizational goals and operational needs.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience).
• Experience with enterprise applications and production support environments.
• Strong analytical and problem-solving skills.
• Familiarity with automation tools, scripting languages, and data analysis tools.
• Excellent communication and documentation skills.
• Ability to work independently and manage multiple priorities.

Requirements

• Understanding of enterprise applications and their workflows.
• Ability to diagnose and resolve technical issues efficiently.
• Basic querying and data validation skills.
• Familiarity with tools like MoveIT, SFTP, AWS S3 for file transfers.
• Experience with monitoring dashboards and alert systems.
• Proficiency in platforms like ServiceNow, Jira Service Management, or similar.
• Knowledge of automation scripts (PowerShell, Python) is a plus.

Skills & Competencies

Technical Skills

• Application Support Knowledge
• Troubleshooting & Root Cause Analysis
• SQL & Data Analysis
• Automation & File Transfer Tools
• System Monitoring
• Service Desk Tools
• Basic Scripting

Soft Skills

• Clear and professional interaction with users and technical teams.
• Analytical thinking to resolve issues and prevent recurrence.
• Ability to manage user expectations and provide timely updates.
• Ensuring accuracy in data handling and issue resolution.
• Prioritizing multiple requests and meeting SLAs.
• Handling urgent issues and shifting priorities in a fast-paced environment.

Reporting Structure

Reports directly to the Director of Production Support.

Work Environment & Conditions

This is a remote, work from home position. 10% or less travel.

Employment Type

Full-time

Benefits

• Quality of life with a remote predictable, full-time schedule.
• Competitive Salary commensurate to experience.
• Medical, Dental, Vision coverage and more.
• Long-term disability insurance, and life insurance.
• Ample parental leave.
• 401K with company match.
• Certification and Tuition Reimbursement.
• Holidays, paid time off.