Senior Production Support Analyst

Senior Production Support Analyst

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Do you enjoy solving puzzles or finding an anomaly and following the clues until you identify the root cause? Do you believe communication is the hallmark of a good business? Then you might just be the Senior Production Support Analyst that we’re looking for to join our team!

As one of the fastest-growing tech companies and the leader in revolutionizing how Americans move from one home to another, our user base is growing like crazy. We need a few extra hands on deck to keep our applications running smoothly and our end users happy! 

We’re looking for an extremely organized, self-motivated, and hard-working individual who genuinely loves helping others. Our ideal candidate will have excellent communication and problem-solving skills and will be able to juggle working on multiple projects simultaneously. If you love bridging the gap between teams and adding value to your company, then this is the role for you.

As our Senior Production Support Analyst, you’ll be at the front-line to help us understand how we can improve all aspects of our product and services. You will be the central point of contact between our external clients/partners and internal organizations for the support of our proprietary platforms and applications. Best yet, you’ll work alongside an extremely dedicated and motivated team that’s truly dedicated to your success.


About the Role

  • Responsible for managing the Agent Workload for our Business Process Outsourced (BPO) team, monitoring their performance and reporting progress
  • Investigate, follow, document, and resolve tickets throughout the entire defect life cycle via internal or external partners; cross-reference tickets across multiple ticket systems 
  • Identify critical, business impacting issues in order to engage and coordinate with appropriate internal or external support teams, informing stakeholders of how and when critical issues begin and end
  • Notify management and other stakeholders of unresolved critical issues and risks of exceeding the response threshold of specified SLAs 
  • Ownership of the Incident Management response process, post mortems, and corrective action follow-up
  • Provide recommendations for continued improvement of applications and processes       
  • Participate in a 24 x 7 on-call support team, as part of a scheduled rotation with other team members   

About You

  • Empathy: you strive to see the world from your stakeholders’ point of view in order to anticipate their needs
  • Humility: you have an opinion, but aren’t afraid to be proven wrong, and are open to suggestions on what tool or technique is best to most efficiently solve a problem
  • Strong Communication: you have a professional attitude with a timely and concise communication style
  • Comfort with Ambiguity: you’re used to investigating complex issues to determine the root cause and provide a solution
  • Bachelor's degree in related field or equivalent work-related experience.
  • Experience with SumoLogic, DataDog, Looker, Snowflake, SQL or other data and analytics tools
  • Experience with Jira or other ticketing/work management tools
  • Familiarity with and understanding of basic  API structures
  • Ability to quickly learn new technologies and application functionalities
  • Ability to utilize tools and software to diagnose and triage application, network and system issues
  • Excellent time management, decision making, prioritization and organization skills
  • Exceptional attention to detail and ability to complete tasks with moderate direction and support

About Updater

Updater makes moving easier for the 17 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Headquartered in New York City, Updater has raised over $200 million from leading investors, including SoftBank Capital, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater ranked #3 on Crain's 2016 Best Places to Work in NYC, ranking as the highest rated tech company on the list, and ranked #7 in 2018. For more information, please visit

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

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