CMS & News Platform Support Pro

Sinclair Digital; Seattle (WA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Retirement plan

Life and disability insurance

Health, dental, vision plans

Flexible spending accounts

Paid vacation days

Paid personal days

9 paid holidays

Paid sick leave

Parental leave

Employee stock purchase plan

Job summary

Sinclair Digital is seeking a Product Support Specialist to provide technical support for our CMS and related digital properties. You will diagnose issues, guide users, escalate to engineering, and help maintain a robust knowledge base.

Responsibilities include documenting solutions, staying current with system updates, and ensuring timely responses within SLAs. On-call shifts from 5:00 PM to 5:00 AM rotate among team members.

Qualifications

• At least 2 years of experience in a technical support role, preferably with software-related products.
• Strong understanding of web technologies and content management systems.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with ticketing systems and support tools.
• Understanding of the Software Development Lifecycle.

Responsibilities

• Provide technical support to internal users of our CMS software application via phone, email and ticketing system.
• Troubleshoot user-reported issues, diagnose root causes, and identify solutions.
• Research and resolve technical problems using internal knowledge bases and collaborating with senior team members, and developers.
• Document solutions and frequently asked questions (FAQs) to build a robust internal knowledge base.
• Maintain up-to-date knowledge of our systems through ongoing training and keeping abreast of new features and updates.
• Provide clear and concise instructions to users with varying levels of technical expertise.
• Meet or exceed the Service Level Agreements for time to respond and time to resolve.
• Escalate issues that require software development level support. Generate tickets with thorough detail on what is required, the priority of the issue, and include thorough steps for issue recreation.
• Attend daily standup meetings with Engineering, and provide feedback on new items to triage.
• Test and validate bug fixes.
• With other team members, take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis. When on-call, you must be available to get online and assist customers if any emergency issues come through.

Skills

Technical support

Web technologies

Content management systems

Problem solving

Communication

Teamwork

Ticketing systems

Software Development Lifecycle

Tools

Jira

Confluence

Slack

Google Analytics

Job description

Sinclair Digital is seeking a Product Support Specialist to provide technical support for our CMS and related digital properties. You will diagnose issues, guide users, escalate to engineering, and help maintain a robust knowledge base.

Responsibilities include documenting solutions, staying current with system updates, and ensuring timely responses within SLAs. On-call shifts from 5:00 PM to 5:00 AM rotate among team members.