Senior Product Support

Summary

This role ensures operational excellence and product stability by managing defect lifecycle, coordinating hotfixes, and enforcing SLA compliance. This candidate will act as a key liaison between product development teams and account operations, tracking work across multiple systems and driving timely resolution of issues. This role is strictly involved in coordinator for the product development and does not involve access to Protected Health Information (PHI) & Personally Identifiable Information (PII) or any secured/confidential client data. The work is limited to coordination in managing defect lifecycle, coordinating hotfixes, and enforcing SLA compliance and does not include handling or processing of sensitive health information.

Your role in our mission

• Applies developed subject matter knowledge to manage complex support processes.
• Leads coordination across technical and non-technical teams for defect and hotfix management.
• Exercise independent and quick judgment within defined policies and SLAs.
• May lead small teams and facilitate decision-making for support priorities.
• Track and reconcile work items across multiple ticket management tools.
• Drive defect management processes, including follow-up and escalation.
• Coordinate hotfix activities and ensure timely deployment and validation.
• Ensure adherence to new defect SLAs and report compliance metrics.
• Collaborate with development, QA, and account teams to triage and resolve environmental issues.
• Provide reporting on defect trends, SLA compliance, and support performance.
• Identify and implement process improvements for support workflows.
• Participate in release management activities, including patch validation and regression testing.

What we're looking for

Education & Experience

• Bachelor’s degree in information systems, Computer Science, or related field.
• 8–12 years of experience in environment support or application maintenance roles.
• Exposure to SAFe or Agile methodologies.

Knowledge & Skills

• Strong understanding of SDLC and defect management processes.
• Familiarity with ITIL principles (ITIL 4 certification preferred).
• Excellent organizational and stakeholder communication skills.
• Ability to interpret logs, error messages, and system behavior.
• Strong analytical and problem-solving skills.

Specialized Experience

• Experience managing SLAs and support escalation protocols.
• Knowledge of healthcare domain, preferably Medicaid.
• Familiarity with SAFe ceremonies related to support (e.g., PI Planning, System Demos).

What you should expect in this role

Remote work environment.