Senior Product Support Specialist

Sinclair Broadcast Group•Seattle, WA

13d•Onsite

About The Position

Sinclair Digital is hiring a Senior Product Support Specialist to provide advanced technical support for its Content Management System and news station websites and mobile apps. The position is based in Seattle, Washington. The specialist handles administrative tasks such as creating users, diagnoses and resolves technical issues, guides users, and collaborates with software engineers to prioritize and address requests. In the senior role, the specialist leads complex troubleshooting, mentors other team members, maintains an accurate knowledge base, coordinates learning opportunities, and serves as an escalation point for issues requiring additional expertise or customer care. Support is provided to internal users by phone, email, and ticketing system. The specialist researches issues, documents solutions, helps meet service-level agreements, escalates development-level issues with detailed tickets, participates in daily engineering standups, and tests bug fixes. The role also includes rotational on-call shifts from 5:00 PM to 5:00 AM, supporting frontline Product Support Specialists when senior expertise is needed. The hourly compensation range is $32.69 to $40.86. Final compensation depends on factors including relevant work experience, skills, certifications, and geographic location. Full-time positions are eligible for benefits including a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, paid vacation, personal days, holidays and sick leave, parental leave, and an employee stock purchase plan. 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 at the Tier 2/3, Senior, or Lead support level.
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.

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, and Google Analytics.
Product Management experience.
Management experience.
Software testing experience.

Responsibilities

Provide advanced technical support to internal users of the CMS by phone, email, and ticketing system.
Lead troubleshooting for 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 issues as needed.
Document solutions and FAQs to build an internal knowledge base.
Maintain current knowledge of systems 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 outlining requirements, priority, and reproduction steps.
Attend daily engineering standups and provide feedback on new items to 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.
Identify opportunities for continuous learning and help coordinate team learning activities.
Serve as an escalation point when additional expertise is needed or a customer requires additional care.