$75000 - $95000 Year
Monday to Friday
Day shift
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Perform technical troubleshooting on trickier issues in order to assist product / engineering teams in solving them
Triage / Troubleshoot potential bugs (P0 / P1) and coordinate with cross functional teams for resolution
Gain understanding across tools to guide and coach team on best practices on continuous improvement
Mentor / lead the analysts and own the workflow operations
Identify top issue drivers and escalate to tool owners for proactive resolution
Create / maintain process playbooks to scale the associated service model
Performing impact and Root cause analysis
Analyze issue trends & prepare summary for stakeholders
Work on automations and process improvements using historical data
Facilitate trainings & ramping of team members on new product / feature launches
Customer management
Project management skills
Stakeholder management skills
Minimum 4 - 6 years of experience with strong knowledge in SQL Scripting (hands-on experience in previous roles)
Experience working with Technical Service Desk operations (no hardware
desktop support
networking or helpdesk roles)
Manufacturing
On going position
General Location, within a limited area