CMS & Software Support Specialist (Media Tech)

Komo Photo

Seattle (WA)

On-site

USD 86,764,000 - 107,453,000

Full time

14 days+

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Benefits offered by this job

Retirement plan

Life and disability insurance

Health, dental and vision plans

Flexible spending accounts

15 paid vacation days

2 paid personal days

9 paid holidays

40 hours paid sick leave

Parental leave

Employee stock purchase plan

Job summary

Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company, is seeking a Product Support Specialist to join our CMS support team. You will provide technical assistance to internal users, diagnose issues, and help maintain a robust knowledge base to improve efficiency across platforms.

You will engage with Engineering, meet SLA targets for response and resolution, and participate in on-call rotations from 5:00 PM to 5:00 AM.

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 CMS software 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 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.