Sr. Production Support Representative

SquareTrade•Brisbane, CA

9d•$20 - $36•Hybrid

About The Position

SquareTrade is seeking a customer-focused, collaborative Sr. Production Support Representative to join its Production Support and System Escalations team within Change Management & Production Support (ChaMPS). The role provides a technical concierge service to internal business clients, serving as a regional point of contact to help resolve technical issues affecting users, systems, partners, and customer journeys. The representative uses independent judgment to investigate and resolve issues where possible and escalates issues according to their impact. The position serves as a subject matter expert for SquareTrade products and service experiences, including File A Claim Agent, File A Claim, Smart Concierge, and AI voice agents. It monitors and assesses production issues, documents and routes escalations, coordinates issue backlogs, supports operational and compliance processes, and works with regional and cross-functional teams. The role also uses data and approved AI tools to improve issue triage, identify trends, validate service tools, and continually improve production support processes.

Requirements

Multiple years of experience with and deep knowledge of SquareTrade global systems and service processes, or equivalent experience in a comparable production support or service operations environment.
Excellent communication and collaboration skills, including the ability to write clear, concise impact statements for business and technical audiences.
Ability to document work and share knowledge.
Ability to work as part of a global team and provide rotational regional coverage.
Ability to lead initiatives with minimal oversight.
Customer-centric mindset and understanding of how system issues affect customers and front-line specialists.
Data acumen, including comfort using data to quantify impact and prioritize work.
Consistent, dependable service delivery.
Passion for innovation and continuous learning, especially related to technology and AI-enabled tools.

Nice To Haves

Zendesk experience or certification.
Familiarity with Splunk and/or Datadog, or related certification.
Understanding of Agility or Jira processes, Scrum, and Kanban basics; familiarity with Outcome-Based Delivery and Digital Product Team ways of working.
Ability to host and lead meetings.
SQL, CRM (Salesforce), SquareTrade-specific product, and portal experience.
Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation.
At least six months of experience at SquareTrade in the candidate’s current position; eligible internal candidates only.

Responsibilities

Assess customer or agent challenges involving portals, service tools, or products; resolve issues independently where possible and escalate according to impact.
Serve as a subject matter expert for SquareTrade products and service experiences, including File A Claim Agent, File A Claim, Smart Concierge, and AI voice agents.
Own the Missing Warranty Process and upload warranties for escalations or one-off requests submitted through System Concerns.
Manage system concerns.
Monitor production signals, including Datadog dashboards and alerts, Amplitude traffic, and issue intake trends, to identify customer-impacting issues early.
Triage, replicate, and document issues with reproduction steps, supporting evidence, and data-backed business impact statements.
Log and manage System Escalations in Agility, route issues to the appropriate Digital Product Team planning room, and follow them through resolution within priority and target-restoration frameworks.
Classify issues consistently as defects, working as designed, or enhancements to support prioritization.
Coordinate existing System Escalations by confirming ownership, refreshing impact assessments, and helping items progress.
Support manual Claim Closings within SLA and communicate risks or delays proactively.
Provide guidance to MOD, BackOffice, and CRT on High Risk Escalations.
Assist with GDPR Legal Escalations and other compliance needs as required.
Host or support regional Bug Scrum Meetings addressing customer issues across the UK, EU, Australia, Japan, the United States, Canada, and other Pacific countries.
Collaborate with Product, Engineering, DB, Business Architecture, CX, and Operations teams; troubleshoot, participate in Teams meetings, and follow up on triage efforts.
Use SQL, reporting, dashboards, and other data sources to quantify issue impact and identify trends.
Use approved AI and agentic tools to assist with triage, replication, pattern-finding, and impact statements, validating outputs before acting on them.
Test and validate customer and specialist service tools and provide feedback on defects and experience gaps.
Help improve how production issues are detected and triaged, and innovate on processes as workload permits.
Lead initiatives with minimal oversight and provide dependable service while sharing knowledge.

Benefits

Medical, dental, and vision coverage with network optionality and the ability to contribute to an HSA or FSA.
Up to 4% company match into a 401(k) and contributions to a company-sponsored pension.
$75 monthly budget to support physical wellbeing.
$80 monthly stipend to subsidize connectivity costs.
Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
Supportive leave policies.
Generous PTO in addition to nine company holidays.
Tuition reimbursement up to $5,250 per year.
Hybrid work arrangements and investment in team gatherings and offsites.
Corporate perks and discounts.