Sr. Production Support Representative

SquareTrade•Brisbane, CA

8d•Hybrid

About The Position

SquareTrade is seeking a customer-service-oriented Sr. Production Support Representative for its Production Support and System Escalations team within Change Management & Production Support (ChaMPS). The team provides technical concierge support to internal business clients, with regional points of contact who understand local systems, partners, and priorities and help resolve users’ technical issues. The role focuses on improving SquareTrade / Allstate Protection Plans systems and customer journeys in collaboration with technology and regional teams, while continuously learning about technology and AI-enabled tools. The representative independently assesses customer and agent challenges with portals, service tools, and products, resolving issues where possible and escalating based on impact. The role serves as a subject matter expert on SquareTrade products and service experiences, manages system concerns and the Missing Warranty Process, and supports production monitoring, issue triage, escalation coordination, compliance-related operations, and regional collaboration. It also uses data and approved AI tools to identify patterns, quantify impact, improve issue handling, and validate service tools.

Requirements

Multiple years of experience with and deep knowledge of SquareTrade’s 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.
Flexibility to provide rotational regional coverage as a global team player.
Ability to lead initiatives with minimal oversight.
Interest in innovation.
Customer-centric mindset and understanding of how system issues affect customers and front-line specialists.
Comfort using data to quantify impact and prioritize.
Consistent, dependable service delivery.

Nice To Haves

Zendesk experience or certification.
Familiarity with Splunk and/or Datadog, or relevant certification.
Good understanding of Agility or Jira processes, Scrum, and Kanban basics; familiarity with Outcome-Based Delivery (OBD) and Digital Product Team ways of working.
Ability to host and lead meetings.
SQL, CRM (Salesforce), SquareTrade-specific product, or portal expertise.
Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation.
For eligible internal candidates only: at least 6 months of experience at SquareTrade in the current position.

Responsibilities

Assess customer and agent issues 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, 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 System Concerns requests.
Manage system concerns.
Monitor production signals such as Datadog dashboards and alerts, Amplitude traffic, and issue intake trends to detect customer-impacting issues.
Triage, replicate, and document issues with reproduction steps, 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 issues through resolution under 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, and helping items progress.
Support manual Claim Closings within SLA and communicate risks or delays proactively.
Provide guidance to MOD, BackOffice, and CRT for High Risk Escalations, and assist with GDPR Legal Escalations and other compliance needs as required.
Host or support regional Bug Scrum Meetings for escalations involving the UK, EU, Australia, Japan, 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 size issues and identify trends.
Use approved AI and agentic tools, including Microsoft Copilot and Datadog Bits AI, to support triage, replication, pattern-finding, and impact statements, validating outputs before acting.
Help test and validate customer and specialist service tools and provide feedback on defects and experience gaps.
Help shape production issue detection and triage, and pursue process improvements as workload permits.

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 into a company-sponsored pension.
$75 per month budget to support physical wellbeing.
$80 per month stipend to subsidize connectivity costs.
Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
Supportive leave policies.
Generous PTO policy and 9 company holidays.
Tuition reimbursement up to $5,250 per year.
Hybrid work arrangements with regular investment in team gatherings and offsites.
Corporate perks and discounts.