Imaging Operations Support Specialist

10 Ancestry.com Operations•Lehi, UT

1d•Hybrid

About The Position

As the Imaging Support Specialist, you provide technical support for the Imaging Operations pipeline. This hands-on role focuses on Ancestry's custom imaging systems. You will build expertise by working in daily production, collaborating with engineering teams, and solving problems in depth to identify root causes. The Imaging Support Specialist bridges imaging production and development teams. You will diagnose issues, develop independent problem-solving skills, and communicate production challenges clearly to developers. You will also assist with production tasks, such as running imports, preparing content, and using supported tools to maintain hands-on expertise.

Requirements

2–4 years of relevant experience in operations support, technical support, or production environments.
Independently master unfamiliar or undocumented proprietary systems—analyze logs, trace workflows, experiment in controlled ways, construct mental models of system behaviors.
Strong troubleshooting skills across hardware, software, and multi-system workflows, with a focus on root cause analysis.
Utilize ticketing systems (Workfront, Jira, ServiceNow, or similar) in production environments.
Perform Windows hardware tasks, such as swapping peripherals, storage drives, and configuring systems.
Partner with engineering teams to investigate, reproduce, and resolve defects.
Prioritize and manage multiple tasks in a fast-paced, production-driven environment.
Coordinate projects and apply project management principles.
Solve problems with a solutions-oriented, ownership-driven mindset.
Communicate effectively and collaborate across functions.

Nice To Haves

Working knowledge of SQL or database queries for investigating data issues.
Familiarity with APIs, system integrations, or basic scripting (Python, shell, etc.) for automating investigation or validation.
Experience with cloud-based systems or services (AWS, GCP, Azure).
Experience working with distributed or vendor-based teams.
Background in digitization, imaging (photography), or content production workflows.
Knowledge of hardware systems (scanners, imaging equipment).
Prior experience ramping on proprietary or heavily customized software stacks.

Responsibilities

Develop deep working expertise in Ancestry's custom imaging systems, internal tools, and production workflows through hands-on use, investigation, and team partnership.
Own tier 2 support for production-impacting issues from intake to resolution, including non-standard and high-complexity scenarios — diagnosing root causes across hardware, software, proprietary systems, and cloud tools rather than applying surface-level fixes.
Independently investigate unfamiliar problems by reading logs, tracing data through systems, querying databases, and forming hypotheses before escalating.
Execute production work — including image imports, content prep tasks, and hands-on operation of imaging systems — to support throughput and build the system fluency that effective support requires.
Partner with development to investigate defects, reproduce issues, prioritize fixes, and drive enhancements through completion.
Monitor production workflows and coordinate issue resolution across Scanning, Content Prep, Imaging, Data Operations, and Quality teams to maintain continuity and SLA adherence across domestic and international operations.
Identify workflow bottlenecks, assess risk, and proactively escalate to minimize operational impact.
Support vendor and remote site scan operations through technical guidance and troubleshooting.
Track and complete operational initiatives and small-to-medium projects, ensuring accountability and timely delivery.
Maintain clear, current documentation of workflows, known issues, and resolution patterns to support onboarding and scalability.
Translate technical challenges into clear, actionable insights for both technical and non-technical audiences.
Identify opportunities to improve processes and support scalable operations.
Perform additional duties and special projects as assigned by the Content Production Manager.