Sr. Production Support Representative
Core
Technical concierge and subject matter expert for SquareTrade/Allstate Protection Plans systems, resolving agent and customer issues, managing escalations, and monitoring production signals.
Role type
Senior Production Support Representative (System Escalations)
Builds
Resolution of technical issues for internal business clients and end-users across global regions
Domain
Insurance / Production Support & Operations
Required skills
SQL, Datadog, Amplitude, Agility (Jira), Salesforce, AI tools (Copilot), system monitoring, triage, documentation, cross-functional collaboration
Preferred skills
Zendesk, Splunk, Scrum/Kanban, leading meetings, AI assistants for analysis
Technologies
Datadog, Amplitude, Agility, Salesforce, Microsoft Copilot, Datadog Bits AI, Zendesk, Splunk
Responsibilities
Monitor production signals and triage issues; manage system escalations and backlog coordination; classify defects and enhancements; support claim closings and compliance escalations; host regional bug scrum meetings; use data and AI tools to quantify impact and drive continuous improvement.
Seniority
Senior, hands-on IC
