Production Build Specialist

Drips•Cleveland, OH

13d•Remote

About The Position

Drips helps organizations connect with their customers through large-scale, automated text and phone campaigns. Our proprietary platform lets clients design conversations, schedule outreach, and route responses so the right messages reach the right people at the right time. The Production Build Specialist role sits at the center of how those campaigns are configured and supported. As a Production Build Specialist, you configure customer campaigns in our proprietary software and keep them running smoothly. You will: Set up and update projects in our internal tools (Drips’ platform), so campaigns send the right messages, at the right time, to the right audience. Work through a queue of support requests (cases) from internal teams and occasionally clients, making changes, fixing issues, and answering “how do we do this in Drips?” questions. Act as a technical problem-solver: when a request is vague, you help translate business objectives (e.g., “we need to follow up on missed calls”) into concrete configuration choices in the software. Use and grow your technical skills by working with JSON configuration files and Python scripts as part of how campaigns are built and maintained. If you enjoy detailed, technical work, but also like understanding the “why” behind what you’re building, this role is a strong fit.

Requirements

You do need to be comfortable with technical concepts and tools, even if your background is not in software engineering.
Experience in a technical, operations, or configuration-heavy role (this could be in IT support, marketing operations, QA, data operations, or similar).
Comfort working with structured data:
Reading and editing JSON (or similar structured formats like XML or CSV).
Using tools like spreadsheets to track and organize configuration details.
Ability to learn and work within proprietary software: you’re able to pick up new interfaces, understand how settings fit together, and follow documentation.
Strong attention to detail: you catch mismatched IDs, incorrect mappings, and inconsistent rules before they cause issues.
Good problem-solving and communication skills:
You can ask clarifying questions when requirements are unclear.
You can explain what you changed in plain language to non-technical partners.
Comfortable managing a queue of requests, prioritizing your work, and keeping things moving without dropping tasks.

Nice To Haves

Experience with a scripting language, ideally Python, for basic automation, data preparation, or configuration tasks.
Familiarity with JSON beyond basic editing (e.g., understanding nested objects, arrays, validation).
Past work configuring campaigns or workflows in tools like marketing automation platforms, CRMs, dialers, or similar systems.
Experience processing audio files (trimming, exporting, or organizing files) for use in phone systems or other customer outreach tools.

Responsibilities

Configure Campaigns in Drips’ Platform
Build and update campaign workflows in our internal tools:
Set up outreach schedules (when messages or calls go out).
Configure branching logic and actions based on how people respond.
Attach and map audio files for outbound calls.
Work with JSON-based configuration files to define campaign behavior (for example, mapping inputs and outputs, configuring rules, or connecting to other systems).
Use or review basic Python scripts or similar tooling when needed to support configuration, data preparation, or bulk updates (you do not need to be a software engineer, but you should be comfortable learning light scripting).
Own a Queue of Build & Support Requests
Manage a steady flow of cases (requests) in our ticketing system from internal partners like Client Success and Operations.
For each case, understand what the requester is trying to accomplish (e.g., new campaign, change to messaging, routing adjustment) and decide what needs to be changed in the platform.
Make updates, test them, and clearly document what you did so others can follow the history of the campaign.
Provide Strategic Configuration Recommendations
When a request is underspecified (for example, “we just want more people to answer calls”), ask the right questions and suggest how best to use the platform to achieve that goal.
Recommend practical options for:
How many messages to send and on what schedule.
How to route calls and responses (e.g., when to transfer to a call center, when to stop outreach).
How to structure the campaign so it’s maintainable and easy to adjust later.
Balance client goals, technical constraints, and operational reality when recommending a path forward.
Support Quality and Troubleshooting
Run basic tests after you configure or change a campaign to make sure it behaves as expected (for example, checking that messages send in the right order, or that an audio file plays correctly).
Investigate issues reported by internal teams (e.g., “this flow isn’t behaving as expected”) by checking configurations.
Work with peers in QA and other teams when a problem requires deeper investigation.