Senior Product Support Specialist
$32.69 - $40.86 per hourFull-time
Job Description Sinclair Digital is hiring a Senior Product Support Specialist ! Join Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company in the country. We're at the forefront of transforming how local news and television are produced, distributed, and consumed across multiple platforms. This position is based in Seattle, WA. Our Product Support Specialists play a crucial role in providing technical support for our Content Management System and our News station's websites and mobile apps. They are responsible for conducting administrative-level tasks such as creating new users, diagnosing and resolving technical issues, providing guidance to users, escalating issues to our software development team, and working closely with our software engineers to ensure that requests are prioritized and handled properly. As a Senior Product Support Specialist , you are expected to be expert-level at the position, lead complex troubleshooting efforts, and provide mentorship to the other team members. You will also be responsible for maintaining our knowledge base and ensuring that it is up-to-date and accurate. You will identify opportunities for continuous learning for the team and help coordinate those activities. You will serve as a point of escalation when additional expertise is required, or when a customer requires additional TLC. Responsibilities:
- Technical Expertise:
- Provide advanced technical support to internal users of our CMS software application via phone, email and ticketing system.
- Lead troubleshooting efforts for user-reported issues, diagnose root causes, and identify comprehensive solutions.
- Research and resolve technical problems using internal knowledge bases and collaborating with developers.
- Provide advanced technical support to internal users of our CMS software application via phone, email and ticketing system.
- Mentorship and Leadership:
- Mentor and guide junior support team members, fostering their professional development.
- Conduct training sessions and share best practices with the support team.
- Audit support tickets for issues and address them as needed.
- Mentor and guide junior support team members, fostering their professional development.
- Documentation and Knowledge Management:
- Document solutions and frequently asked questions (FAQs) to build a robust internal knowledge base.
- Maintain up-to-date knowledge of our systems through ongoing training and keeping abreast of new features and updates.
- Document solutions and frequently asked questions (FAQs) to build a robust internal knowledge base.
- User Assistance:
- Provide clear and concise instructions to users with varying levels of technical expertise.
- Meet or exceed the Service Level Agreements for time to respond and time to resolve.
- Provide clear and concise instructions to users with varying levels of technical expertise.
- Manage Escalated Issues:
- Escalate issues that require software development level support. Generate tickets with thorough detail on what is required, the priority of the issue, and include thorough steps for issue recreation.
- Attend daily standup meetings with Engineering and provide feedback on new items to triage.
- Test and validate bug fixes.
- Escalate issues that require software development level support. Generate tickets with thorough detail on what is required, the priority of the issue, and include thorough steps for issue recreation.
- On-Call Duties:
- Take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis.
- Support the front-line Product Support Specialist on-call with issues that require senior-level expertise.
- Take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis.
- At least 5 years of progressive experience in a technical support role with software-related products. 2 or more of those years as a Tier 2/3, Senior, or Lead-level support.
- Strong understanding of web technologies and content management systems.
- Excellent problem-solving and analytical skills.
- Outstanding communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Familiarity with ticketing systems and support tools.
- Understanding of the Software Development Lifecycle.
- Experience supporting software used in the media or news industry.
- Experience with video technologies.
- Knowledge of web development languages such as HTML, CSS and JavaScript.
- Understanding of database management systems.
- Experience with tools including Jira, Confluence, Slack, Google Analytics.
- Product Management experience.
- Management experience.
- Software testing experience.
- Positive Attitude
- Patient and empathetic
- Enthusiastic and helpful
- Team player
- Patient and empathetic
- Good Communicator
- Active listener
- Professional demeanor
- Active listener
- Problem-Solving Skills
- Analytical and methodical
- Resourceful
- Detail-oriented
- Commitment to continuous learning
- Analytical and methodical
- Adaptable
- Good time management skills
- Strong work ethic
- Natural leader who inspires and motivates others
Vacancy posted 11 hours ago
Similar jobs that could be interesting for youBased on the Senior Product Support Specialist in Washington DC vacancy
$169.1k - $198.8k
Are you ready to make an impact?Senior Product Specialist, LaminaLamina, a West Monroe Company, is seeking a Senior Product Specialist to shape... ...Origination capabilities, helping define how the platform supports loan origination, deal structuring, and distribution. You...SeniorLocal areaImmediate startFlexible hours- ...The Government Employees Insurance Company - GEICO is seeking a Product Deployment Analyst to implement streamlined processes for the rollout of insurance products. This role requires collaboration with various departments to achieve business goals and enhance methodologies...Suggested
Government Employees Insurance Company - GEICO
Chevy Chase, MD3 days ago $21.4 per hour
...professional staffing firm, working with organizations across the country to place exceptional candidates. Currently, we have a Product Support Specialist opportunity with our client — a creative design agency known for its innovation, multidisciplinary expertise, and...SuggestedHourly payLocal areaWorkway
Laurel, MD2 days ago$93k - $135k
Product Support Specialist Cooley is seeking a Product Support Specialist to join the Innovation team. Position Summary Cooley Innovation embraces... ...development or support documentation and processes). Senior candidates considered with 5+ years directly related experience...SuggestedFull timeTemporary workWork at officeFlexible hoursWeekend work- ...ProSidian Consulting at DescriptionProSidian Seeks a Communications Products Specialist - Senior - Transition and Economic Development headquartered near Northern Virginia, Washington, D.C., Maryland Area to support an engagement for Government - Federal (USA) Sector Clients 0...SeniorFull timeTemporary workFor contractorsWork at officeFlexible hours
- We are seeking a Senior Operations & Maintenance Support Specialist to provide advanced technical support with specialized focus on Kubernetes and Virtual Desktop Infrastructure (VDI) in a government environment. This role combines Tier 1 and Tier 2 Site Reliability Engineering...SeniorRelocation package
- ...Public TrustWhat You Will Do:The Fraud Analytics Operations Support Specialist will support fraud analytics operations, reporting, stakeholder... ..., and project artifacts to support timely delivery of work products. Apply established processes, tools, and templates to...SeniorFull timeFor contractorsWork at officeFlexible hours
- ...Senior Admin Support/Records Management Specialist Full-time Arlington, VA USA Alliance Global Group LLC (AGG) is a growing certified Service‑Disabled Veteran Owned business providing Foreign Military Sales (FMS), Administrative and Program Management, Financial Management...SeniorFull timeContract workFor contractorsFor subcontractorCurrently hiringWork at officeRemote work
Alliance Global Group Inc
Arlington, VA5 days ago $130k - $140k
GovCIO is seeking a skilled and motivated Senior ServiceNow and Enterprise Tools Support Specialist to support our USSS Network Operations and Security Center (NOSC) proposal. This role supports mission-critical systems that enhance national security and operational efficiency...SeniorRemote work- ...Consulting at DescriptionProSidian Consulting Seeks a Senior Level Energy Programs Administrative Support Specialists to support requirements that address the global... ...special discounts for eligible employees on products and services you buy on a daily basis.Security Clearance...SeniorFull timeContract workTemporary workFor contractorsWork at officeRemote workFlexible hours
$75k - $105k
...collaboration, Blue Water Thinking proudly supports our Federal clients in achieving... ...Blue Water Thinking is seeking Senior Contract Support Specialists to support a variety of acquisition... ...cost elements which go into the production, management or delivery of a healthcare...SeniorContract workLocal areaBlue Water Thinking
Washington DC2 days ago$55k - $151.47k
...Senior Associate, Strategic Change And Transformation At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product... ...planning, sales, and other key business support activities. Focused on relationships,...SeniorPwC (US)
Washington DC3 days ago- ...Salesforce Product Management Senior Specialist a0MP900000A1eSH.4 We are seeking a remote Product Manager with a focus on Salesforce.com to enhance... ...effective solutions, ultimately ensuring our platforms support strategic objectives. You will collaborate with various...SeniorRemote work
- ...answer their questions about Sherwin-Williams products, and recommend the right solutions. Wholesale Product Specialists are also expected to promptly resolve any customer... ...strength of our success, and we invest and support you in: Life … with rewards, benefits and...Full timeContract workFor contractorsLocal areaFlexible hours
- Access Management - Administration Support - Senior Associate-102955-TEMPLATE Full-time Target Hiring Range (2): 68000 Target Hiring Range... ...conclusions about the data The group of skills related to Product Development including designing products, developing product...SeniorFull time
- ...~ Health insurance ~ Paid time off ~ Vision insurance Description AlleraIT Solutions, LLC is hiring Senior-Level Acquisition Support Specialists to provide expert advisory and analytical support across the full Federal acquisition lifecycle for Government,...SeniorContract work
- ...Job Description Job Description Overview: Job Title: IT Support Specialist - Senior Security Clearance: Ability to Obtain Public Trust Location : Washington, DC (Due to the nature of the work and contract requirements, U.S. Citizenship is required. )...SeniorContract workRemote work
$50k - $75k
...Join to apply for the Kia Product Specialist role at Ourisman Automotive Group Base pay range... ...paid training and ongoing mentorship and support. We make an investment in you so you... ...show vehicles and coordinate deliveries. Seniority level Entry level Employment type Full...Full timeOurisman Automotive Group
Alexandria, VA17 hours ago- ...lead - globally, fluently, and confidently. Overview The Sr. IT Support Specialist is the face of IT at Piedmont Global. Your customers are your... ..., chat, phone, and desk-side at headquarters, and as the senior escalation point for issues that cannot be resolved at first...SeniorWork at officeRemote work
$23 - $26 per hour
...automotive retail. We're growing and looking for an Automotive Product Specialist to join our team! This is a full-time, hourly paid sales... ...our dealership's standards every day Jump in where needed and support the broader sales team as assigned Qualifications 1–2+ years...Hourly payFull timeFlexible hoursGroup 1 Auto
Bowie, MD4 days ago$94.4k - $156k
Overview AMERICAN SYSTEMS is seeking our next Systems Support Specialist LEAD! AMERICAN SYSTEMS is seeking a Systems Administrator, Senior to support the NISSC program at the Pentagon in Arlington, Virginia. This position provides onsite and oncall support for mission...Contract work- ...Position at LeadVenture Job Summary Responsible for supporting dealers/retailer enrollments into appropriate brand programs... ...Profile pages within the Thumbstopper platform. In addition, the Product Specialist will be responsible for conducting research to determine if...Work at officeLocal areaRemote workWork from homeWeekday work
LeadVenture
Washington DC1 day ago - JOB SUMMARYThe Senior Manager, Product Analyst (FLEX) serves as a strategic connector between business stakeholders, empowered product teams,... ...this role translates business needs into clear requirements, supports solution delivery and deployment, coordinates testing and...SeniorFull timeRemote workFlexible hours
$200k - $240k
...technical solution development for new captures and proposals in response to government RFPs, RFIs, and Sources Sought notices in support of IC and DoW programs Author and develop technical volumes, white papers, and solution narratives from concept to completion with...SeniorCareerArc
Arlington, VA4 days ago$125.1k - $225.2k
...your talent and redefine what’s possible.Job Description:Parsons is looking for an amazingly talented Legislative Affairs Support Officer- Senior to join our team! In this role you will get to support the execution of the clients interactions with the Legislative Branch...SeniorFull timeWork at officeFlexible hours$52k - $94k
Computer Support Specialist Location: Suitland, MD Security Clearance: Active TS/SCI Required Leidos is seeking a Computer Support Specialist to join our team in Suitland, MD. In this role, you will support end user hardware, asset and configuration management, and...Full timeRelocation$32.68 - $41.37 per hour
...the opportunity to work within an innovative and collaborative environment. Join our Intellectual Property Team as a Legal Support Specialist in our Washington D.C. office. We are seeking a highly skilled and experienced professional who thrives in a fast-paced, deadline...Hourly payFull timeTemporary workWork at officeFlexible hours$80k - $161k
Washington, DCAdministrative and Logistics Support /Full Time On-Site /On-siteTask Operations Support Manager (TASM) - Senior Work Location: Washington, DC Employment Type: Full-Time, Senior-Level Department: Administrative and Logistics Support CGS is seeking a skilled...SeniorFull time$75k - $95k
...the largest distributors of electrical products, data communication, wireless communication... ...We are looking for a Product Specialist to join our Rexel, USA team in Capitol Heights... ...proposition of the products Lead and support sales efforts with key targets, key customers...Temporary workFor contractorsWork at officeLocal areaFlexible hoursREXEL
Capitol Heights, MD18 days ago$23 - $26 per hour
...in automotive retail, and is looking to add an Automotive Product Specialist to our team! As a Product Specialist, you are entrusted with... ...competitive advantages in the market Provide comprehensive product support at every stage of the client journey, including product...Flexible hoursGroup 1 Automotive, Inc.
College Park, MD9 days ago
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Senior Product Support Specialist. Be the first to apply!
Related searches
- product safety specialist Washington DC
- product information specialist Washington DC
- product management specialist Washington DC
- product delivery specialist Washington DC
- product specialist Washington DC
- family support officer Washington DC
- entry level IT support specialist Washington DC
- laboratory support specialist Washington DC
- event support specialist Washington DC
- support associate Washington DC