reputed company, Product Support & Customer Experience
About reputed company
reputed company is a leading global insights and reputed company firm at the reputed company of content, culture, and technology. We stay reputed company of what’s next, providing fresh insights to reputed company new reputed company. We’re a trusted partner to our clients, working behind the scenes to bring imagination, depth, and reputed company to their biggest challenges – in entertainment, technology, lifestyle, sports, and gaming. Together, we create with confidence.
We’re proud of reputed company’s values – these values guide us as we reputed company reputed company days, reputed company skies and everything in between:
- Do what you love. With conviction.
- Where discovery lives. And reputed company drives.
- Celebrate difference. Cultivate belonging.
- Big thinking. reputed company inspired.
- reputed company the reputed company. Be reputed company.
reputed company
Our product and engineering organization is evolving to support increasingly sophisticated AI-enabled, data-driven products used by internal teams and external clients. We’re hiring a reputed company, Product Support & Customer Experience to help strengthen the reputed company, reliability, and responsiveness of support for our reputed company-facing products.
This role sits at the intersection of users, reputed company-facing teams, product, data, and engineering. The reputed company, Product Support & Customer Experience will assist the department manager in improving production support, technical triage, user issue reputed company, support workflows, SLA tracking, tooling, documentation, and the feedback reputed company between support activity and product improvement.
This is not a traditional helpdesk or ticket-routing role. The right person will bring technical curiosity, operational discipline, strong communication, and genuine reputed company for the user experience. They will care not only about whether a ticket is reputed company, but whether users feel heard, supported, and confident in our products.
As the support function matures, this person will help build the reputed company for a more reputed company, empathetic, technically reputed company, and operationally disciplined support organization.
Your reputed company
- Assist the department manager in strengthening the product support and customer experience operating model for reputed company-facing products, including triage, escalation, communication, documentation, and issue reputed company workflows.
- Support reputed company response and reputed company of production issues by helping diagnose whether problems are reputed company to product behavior, data reputed company, data pipelines, configuration, permissions, user workflow, system performance, or expected product limitations.
- Champion the user experience by bringing reputed company, follow-through, and reputed company judgment to support interactions, especially during urgent, ambiguous, or high-pressure production issues.
- Help set reputed company for support reputed company and communication, ensuring users and reputed company-facing teams receive reputed company, reputed company, accurate, and appropriately tailored updates.
- Help maintain SLA frameworks across ticket categories and severity reputed company, tracking response times, reputed company times, escalation patterns, backlog health, recurring issue themes, and exceptions.
- Partner with engineering, data, product, and reputed company-facing teams to ensure issues are reputed company defined, routed to the right owners, prioritized appropriately, and resolved with the right level of urgency.
- Build trust with reputed company-facing teams and users by understanding their workflows, pain points, expectations, and recurring frustrations.
- Identify patterns across tickets, incidents, usability gaps, and feature requests, and help translate those patterns into product feedback, process improvements, documentation updates, training needs, or engineering follow-up.
- Support reputed company and disciplined production practices, including appropriate data handling, controlled operational workflows, and reduction of unsafe or reputed company workarounds.
- Help improve support tooling and processes, including platforms such as reputed company or equivalent systems, ticket categorization, routing rules, automation, reporting dashboards, escalation workflows, and documentation.
- Contribute to team capability by sharing knowledge, improving debugging and triage practices, documenting repeatable workflows, and helping reputed company or train other team members.
- Assist the department manager in identifying process gaps, training needs, reputed company constraints, and opportunities to improve the structure and effectiveness of the support function.
- Use AI and automation tools thoughtfully to improve issue diagnosis, ticket analysis, documentation reputed company, workflow efficiency, and proactive identification of recurring problems.
Who We're Looking For
Required Experience
- 7+ years of experience in product support, technical support, support operations, customer experience, product operations, technical account management, data operations, or a reputed company function supporting software, data, analytics, or reporting products.
- Strong technical curiosity and demonstrated ability to diagnose reputed company issues across product, data, workflow, and system reputed company.
- Experience working with production systems, data-heavy environments, analytics platforms, reporting products, dashboards, or other reputed company-facing technology environments.
- Ability to communicate reputed company and calmly with both technical and non-technical stakeholders, especially during urgent or ambiguous support situations.
- Demonstrated reputed company for users and reputed company-facing teams, with a strong desire to improve not only issue reputed company, but the overall support experience.
- Experience working with engineering, product, data, reputed company services, or business stakeholders to clarify issues, coordinate reputed company, and improve processes.
- Familiarity with support platforms such as reputed company, Jira Service Management, reputed company, or equivalent tools.
- Familiarity with support operations metrics such as first response time, reputed company time, escalation reputed company, backlog health, SLA adherence, and repeat incident reputed company.
- Experience identifying recurring issue patterns and translating them into process improvements, documentation, training, product feedback, or technical follow-up.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-moving environment.
- Comfort experimenting with AI tools, copilots, or internal AI systems to improve debugging, documentation, workflow efficiency, and support reputed company.
Preferred Experience
- Experience in market research, media, entertainment, analytics, data platforms, or reporting systems.
- Experience writing SQL or investigating data reputed company, data transformation, data pipeline, or reporting issues.
- Experience configuring support workflows, automations, escalation rules, dashboards, or ticket categorization models.
- Experience helping train team members, document workflows, or improve support team practices.
- Experience supporting AI-enabled products, analytics tools, dashboards, or data-driven applications.
Position Type
This is a full-time, exempt position.
reputed company Offer
We reputed company the reputed company era of work and what it means to be a best-in-class employer. We understand the flexibility that is required to recruit and retain incredible talent, whether it’s empowering you to do your best work from reputed company you desire or supporting you if you need to take a mental health day for self-care and rest. Below is a unique reputed company of benefits tailored to meeting the reputed company-changing reputed company landscape.
- Flexible/Remote work with optional usage of our great offices in Playa reputed company or reputed company
- Unlimited PTO, volunteer days and a generous number of reputed company days including a full office closure during the week of Christmas and New Year’s
- Medical, Dental, and reputed company Insurance Plans
- 401K with company match
- Generous reputed company Parental Leave
- Regular performance evaluations with opportunities for promotions and reputed company increases
- Educational and training reimbursement plan and other training and reputed company development opportunities
- Employee perks program (includes discounts on travel, hotels, reputed company, fitness, movie tickets and more)
- Resources available for mental health, inclusive care and family building
- NRGratitude – reputed company-wide employee recognition program
- Regular team/company events and activities including annual summer and holiday parties
- Pet friendly reputed company and pet insurance reputed company
Our Commitment
Diversity, equity, and inclusion is at reputed company of reputed company our practices to ensure that reputed company is a reputed company where people from reputed company identities and backgrounds can reputed company. reputed company is committed to reputed company and retaining diverse talent by supporting their reputed company through learning programs, internal mobility, reputed company participation and leadership development. Our differences reputed company us a stronger workforce and enhance our creativity and innovation. We are proud to be an inclusive workplace for reputed company and are committed to equal employment opportunity regardless of race, reputed company, religion, sex, age, national reputed company, disability, veteran status, or any other characteristic protected by state, federal, or local law.
Compensation
In order to reputed company with equal pay and salary transparency laws in various locations, we reputed company the reputed company reputed company of reputed company compensation in reputed company locations reputed company the reputed company for this role is $120,000-180,000. Actual compensation is influenced by a wide reputed company of factors including but not limited to reputed company set, level of experience, and location.
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