Senior Product Support Specialist

Sinclair Broadcast Group•Seattle, WA

13d•$33 - $41•Onsite

About The Position

Sinclair Digital is hiring a Senior Product Support Specialist in Seattle, Washington, to provide technical support for its Content Management System and news station websites and mobile apps. The role handles administrative tasks such as creating user accounts, diagnosing and resolving technical issues, guiding users, and escalating issues to software development. The specialist works closely with software engineers to ensure requests are prioritized and handled appropriately. The senior specialist is expected to provide expert-level support, lead complex troubleshooting, mentor other team members, maintain an accurate and current knowledge base, and help identify and coordinate team learning opportunities. The role also serves as an escalation point for issues requiring additional expertise or additional customer care. Support is provided through phone, email, and a ticketing system. The role includes meeting service-level response and resolution targets, collaborating with Engineering, testing bug fixes, and taking rotational on-call shifts from 5:00 PM to 5:00 AM to assist frontline support with issues requiring senior expertise. Compensation is $32.69 to $40.86 per hour; final compensation depends on relevant experience, skills, certifications, and geographic location. Full-time positions are eligible for the benefits listed in the posting. The position is not eligible for visa sponsorship.

Requirements

At least 5 years of progressive experience in a technical support role involving software-related products.
At least 2 years of experience in Tier 2/3, senior-level, 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.
Patient and empathetic, enthusiastic and helpful, and a team player.
Active listening skills and a professional demeanor.
Analytical, methodical, resourceful, and detail-oriented approach to problem solving.
Commitment to continuous learning, adaptability, good time management, and a strong work ethic.
Natural leadership ability to inspire and motivate others.

Nice To Haves

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 Jira, Confluence, Slack, or Google Analytics.
Product management experience.
Management experience.
Software testing experience.

Responsibilities

Provide advanced technical support to internal users of the CMS application via phone, email, and ticketing system.
Lead troubleshooting of user-reported issues, diagnose root causes, and identify comprehensive solutions.
Research and resolve technical problems using internal knowledge bases and collaboration with developers.
Mentor and guide junior support team members and support their professional development.
Conduct training sessions and share best practices with the support team.
Audit support tickets and address identified issues.
Document solutions and FAQs to build an internal knowledge base.
Maintain up-to-date system knowledge through ongoing training and awareness of new features and updates.
Provide clear instructions to users with varying levels of technical expertise.
Meet or exceed service-level agreements for response and resolution times.
Escalate issues requiring software-development support and create detailed tickets that specify requirements, priority, and reproduction steps.
Attend daily Engineering standups and provide feedback on items for triage.
Test and validate bug fixes.
Take rotational on-call shifts from 5:00 PM to 5:00 AM.
Support the frontline Product Support Specialist on call with issues requiring senior-level expertise.