Overview
We are seeking two Technical Support & Operations Administrators to support a production application environment. This role combines technical administration, operational support, incident response, and application troubleshooting. Successful candidates will be comfortable working in production environments, following operational procedures, investigating issues, and collaborating across technical teams.
Core Technical Skills
SQL / Database Administration (Critical Skill)
Strong SQL skills are essential, as most incidents require database investigation and validation.
Responsibilities include:
- Using SQL Server Management Studio (SSMS) and T-SQL to investigate incidents
- Analyzing job status and processing workflows
- Identifying and resolving stuck or failed processing
- Performing controlled data updates when required
- Understanding relationships between jobs, batches, and processing workflows
- Validating results prior to implementing changes
Candidates should be comfortable leveraging existing documentation, runbooks, historical tickets, and AI-assisted research tools to accelerate troubleshooting.
Windows Server & IIS Administration
Experience supporting production Windows environments is required.
Responsibilities include:
- Troubleshooting IIS-hosted applications
- Managing application pools and web services
- Reviewing IIS logs and Windows Event Viewer entries
- Performing basic process and service troubleshooting
- Accessing and supporting servers through Remote Desktop (RDP)
- Responding to infrastructure and application alerts before they become production-impacting incidents
Most operational tasks are guided by monitoring alerts, dashboards, and documented procedures.
Cloud Platform Fundamentals
Candidates should possess a working knowledge of cloud-hosted application environments, including:
- Cloud storage services
- Secure file transfer mechanisms
- Access-controlled URL management
- PowerShell-based operational tasks
- Data movement and operational support activities within secure cloud environments
Networking Fundamentals
Basic networking knowledge is required to assist with troubleshooting and root cause analysis, including:
- Load balancer behavior
- Application health probes
- HTTP response codes (404, 500, etc.)
- Log and telemetry analysis
- Connectivity and application availability issues
Operational & Process Skills
Runbook Execution & Operational Discipline
This role requires strict adherence to documented procedures while applying sound judgment when situations differ from documented scenarios.
Successful candidates will:
- Follow established operational runbooks accurately
- Quickly absorb new procedures during active incidents
- Work effectively under pressure
- Assess when documented steps require adjustment based on current conditions
- Use available resources, documentation, and AI-assisted tools to accelerate understanding and execution
Incident Triage & Escalation
Candidates should understand incident management fundamentals, including:
- Severity and priority classifications
- Independent troubleshooting versus escalation criteria
- Communicating status updates during active incidents
- Coordinating with support and engineering teams
Documentation & Ticket Management
Strong documentation habits are essential.
Responsibilities include:
- Maintaining detailed ticket records
- Documenting findings and resolution steps
- Providing concise incident summaries
- Updating or creating operational documentation and runbooks as needed
File Processing & Operational Workflows
Experience with batch processing environments is highly desirable, including:
- File ingestion workflows
- Deduplication processes
- Archive management
- Scheduled job execution
- End-to-end processing lifecycle concepts
Preferred Qualifications
The following skills are beneficial but not required:
- Application Performance Monitoring (APM) tools such as New Relic or similar platforms
- Effective use of AI tools for research, troubleshooting, and operational support
- PowerShell scripting and automation
- Financial messaging or transaction-processing systems
- Production support and on-call experience
- Experience troubleshooting complex issues with limited initial information
Key Soft Skills
Methodical Problem Solving
Candidates should investigate and validate findings before taking action, especially in production environments where issues often require immediate attention.
Comfort with Ambiguity
Ability to work through incomplete information by leveraging logs, monitoring tools, documentation, data analysis, and collaboration with other teams.
Written Communication
Strong written communication skills are essential for:
- Ticket updates
- Team collaboration platforms
- Incident communications
- Shift handoffs
- Documentation creation and maintenance
Collaboration & Relationship Building
This role frequently involves working with cross-functional support, engineering, and operations teams. Strong interpersonal skills and the ability to build productive working relationships are highly valued.
This is a remote, work from home position. This role is to be filled outside the states of California and Colorado.
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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