Sr. Production Support Representative

SquareTrade, Inc. d/b/a Allstate Protection Plans (“SquareTrade”) is one of the fastest-growing companies in its industry. We’re transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world’s most recognized retailers and carriers—Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we’re just getting started. As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and we’re expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand. Job Description We are looking for someone who is passionate about customer service, solving problems, collaboration, sharing knowledge, and willing to learn continuously, especially related to technology and AI-enabled tools, to join our Production Support and System Escalations team within Change Management & Production Support (ChaMPS). This person should have familiarity with and a passion for improving SquareTrade / Allstate Protection Plans systems, customer journeys, and collaborating with technology and regional groups. We operate as a technical concierge service for our internal business clients: each regional office has a dedicated point of contact who understands its systems, partners, and priorities; we aid in resolving the technical issues that their users encounter. Responsibilities Level of Independent Decision Making:Medium to High You will utilize your extensive experience in handling Customer challenges or Agent’s challenges with our portals, service tools, or product. You will assess the situation issue by issue and elevate, depending on the impact. Wherever possible, you will solve any issues independently. Subject Matter Expertise You will be the subject matter expert for SquareTrade specific products, including but not limited to: File A Claim Agent, File A Claim, and emerging digital and agentic service experiences (e.g., Smart Concierge, AI voice agents). You willownthe Missing Warranty Process and upload warranties for escalations or one-off requests that come through System Concerns. You will manage any system concerns. You may be involved in monitoring production signals (e.g., Datadog dashboards and alerts, Amplitude traffic, issue intake trends) to detect large customer-impacting issues early, rather than waiting for customer escalations. You will triage, replicate, and document issues with clear reproduction steps, evidence, and a business impact statement backed by data (e.g., affected customers or claims, contact volume, CSAT/NPS signals, financial exposure). You will log and manage System Escalations in Agility, route Issues to the appropriate Digital Product Team (DPT) planningroom, andfollow them through resolution within our priority and target-restoration framework. You will help classify issues consistently (defect vs. working-as-designed vs. enhancement) to support prioritization. You will serve in coordination capacity for existing System Escalations, partnering with cross-functional colleagues to confirm ownership, refresh impact, and keep items moving. Compliance and Ops Coordination You may need to support Claim Closings (currently a manual process), completing them within SLA and communicating risks or delays proactively. You will provide guidance to MOD, BackOffice, and CRT forHigh RiskEscalations, etc. You may be required to assist with GDPR Legal Escalations and other Compliance needs. Regional Concierge & Collaboration You will host and/or support regional Bug Scrum Meetings for System Escalations in solving UK, EU, Australia, Japan, United States, Canada, and other Pacific countries customer issues. You will collaborate with varied teams like Product, Engineering, DB, Business Architecture, CX, and Operations. You will troubleshoot and participate in Teamsmeetings, andfollow up on triage efforts. You will engage in data-driven decision making, using SQL, reporting, dashboards and other data sources to size issues and identify trends. You will use approved AI and agentic tools (e.g., Microsoft Copilot, Datadog Bits AI) to accelerate day-to-day triage, replication, pattern-finding, and impact statements, always validating outputs before acting on them. You will help test and validate expanding customer and specialist service tools, providing feedback on defects and experience gaps. You will help shape how production issues are detected and triaged. As your task list permits, you will innovate(process revamp, etc.), evolving how we do what we do. Multiple years of experience with, and deep knowledge of,SquareTrade’s Global systems and service processes (or equivalent experience in a comparable production support / service operations environment) Excellent communication and collaboration skills, including writing clear, concise impact statements for business and technical audiences Documentation and Sharing knowledge Global Team Player with flexibility to provide rotationalregionalcoverage Leading initiatives with minimal oversight Thirst for innovation Customer-centricmindset:understands how system issues affect customers and front-line specialists Data acumen: comfortable using data to quantify impact and prioritize Preferred Qualifications: Zendesk Experience/Certification Familiarity with Splunk and/or Datadog/Certification Good understanding of Agility (or Jira) processes/Scrum, Kanban basics; familiarity with Outcome-Based Delivery (OBD) and DPT ways of working Able to host, lead meetings SQL, CRM (Salesforce) expertise, SquareTrade specific product, portal experience Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation Minimum of 6 months experience at SquareTrade in your current position (eligible internal candidates only) Qualifications Multiple years of experience with, and deep knowledge of,SquareTrade’s Global systems and service processes (or equivalent experience in a comparable production support / service operations environment) Excellent communication and collaboration skills, including writing clear, concise impact statements for business and technical audiences Documentation and Sharing knowledge Global Team Player with flexibility to provide rotationalregionalcoverage Leading initiatives with minimal oversight Thirst for innovation Customer-centricmindset:understands how system issues affect customers and front-line specialists Data acumen: comfortable using data to quantify impact and prioritize Preferred Qualifications: Familiarity with Splunk and/or Datadog/Certification Good understanding of Agility (or Jira) processes/Scrum, Kanban basics; familiarity with Outcome-Based Delivery (OBD) and DPT ways of working Able to host, lead meetings Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation Minimum of 6 months experience at SquareTrade in your current position (eligible internal candidates only) Additional Information At SquareTradeyou'llhave access to: Medical, dental and vision coverage with network optionalityand theabilityto contribute to a savings account (HSA or FSA) Up to 4% company match into 401(k) and contributions into your company-sponsored pension

• 75/monthbudgetto help prioritize yourphysical wellbeing
• 80/monthstipend to subsidizeconnectivitycosts

Mental healthresourcesincludingfree1:1 therapy, coachingsessionsand digital resources Supportive leave policies Generous PTO Policyinadditionto 9 Company Holidays Tuition reimbursementup to $5,250 per yeartofurther your personal educational advancement desires Hybrid work arrangements with regular investment in gatherings/offsitesto spend timetogether as team Various corporateperksand discounts SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $20-$36 hourly SquareTrade/Allstate Protection Plans generally doesnot sponsor individuals for employment-based visas for this position. The candidate(s) offered this position will berequiredtosubmit toa background investigation. Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. For jobs in San Francisco, please click “ here ” for informationregardingthe San Francisco Fair Chance Ordinance. For jobs in Los Angeles, please click “ here ” for informationregardingthe Los Angeles Fair Chance Initiative for Hiring Ordinance. To view the “EEO Know Your Rights” poster click “ here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs. To view the FMLA poster, click “ here ”. This postersummarizingthe major provisions of the Family and Medical Leave Act (FMLA) andtellingemployees how to file a complaint. SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited.This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment. Beware of Recruitment Fraud. For more information, please click “ here ”. By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply #J-18808-Ljbffr SquareTrade