Vendor Jobs

About The Position

Requirements

• 2–4 years of relevant experience in operations support, technical support, or production environments.
• Independently master unfamiliar or undocumented proprietary systems—analyze logs, trace workflows, experiment in controlled ways, construct mental models of system behaviors.
• Strong troubleshooting skills across hardware, software, and multi-system workflows, with a focus on root cause analysis.
• Utilize ticketing systems (Workfront, Jira, ServiceNow, or similar) in production environments.
• Perform Windows hardware tasks, such as swapping peripherals, storage drives, and configuring systems.
• Partner with engineering teams to investigate, reproduce, and resolve defects.
• Prioritize and manage multiple tasks in a fast-paced, production-driven environment.
• Coordinate projects and apply project management principles.
• Solve problems with a solutions-oriented, ownership-driven mindset.
• Communicate effectively and collaborate across functions.

Nice To Haves

• Working knowledge of SQL or database queries for investigating data issues.
• Familiarity with APIs, system integrations, or basic scripting (Python, shell, etc.) for automating investigation or validation.
• Experience with cloud-based systems or services (AWS, GCP, Azure).
• Experience working with distributed or vendor-based teams.
• Background in digitization, imaging (photography), or content production workflows.
• Knowledge of hardware systems (scanners, imaging equipment).
• Prior experience ramping on proprietary or heavily customized software stacks.

Responsibilities

• Develop deep working expertise in Ancestry's custom imaging systems, internal tools, and production workflows through hands-on use, investigation, and team partnership.
• Own tier 2 support for production-impacting issues from intake to resolution, including non-standard and high-complexity scenarios — diagnosing root causes across hardware, software, proprietary systems, and cloud tools rather than applying surface-level fixes.
• Independently investigate unfamiliar problems by reading logs, tracing data through systems, querying databases, and forming hypotheses before escalating.
• Execute production work — including image imports, content prep tasks, and hands-on operation of imaging systems — to support throughput and build the system fluency that effective support requires.
• Partner with development to investigate defects, reproduce issues, prioritize fixes, and drive enhancements through completion.
• Monitor production workflows and coordinate issue resolution across Scanning, Content Prep, Imaging, Data Operations, and Quality teams to maintain continuity and SLA adherence across domestic and international operations.
• Identify workflow bottlenecks, assess risk, and proactively escalate to minimize operational impact.
• Support vendor and remote site scan operations through technical guidance and troubleshooting.
• Track and complete operational initiatives and small-to-medium projects, ensuring accountability and timely delivery.
• Maintain clear, current documentation of workflows, known issues, and resolution patterns to support onboarding and scalability.
• Translate technical challenges into clear, actionable insights for both technical and non-technical audiences.
• Identify opportunities to improve processes and support scalable operations.
• Perform additional duties and special projects as assigned by the Content Production Manager.

Benefits

• health, dental and vision
• bonus
• equity
• comprehensive benefits