Production Support Analyst

National Debt Relief, LLC; United States; On-site; USD 74,500 - 85,500; Full time

Benefits offered by this job

Generous Medical, Dental, and Vision Benefits

401(k) with Company Match

Paid Holidays and Vacation

12 weeks Paid Parental Leave

Pre-tax Transit Benefits

No-Cost Life Insurance Benefits

Access to earned wages before payday

Job summary

A leading debt relief provider is seeking a Production Support Analyst to ensure the performance of their systems. You will monitor applications, troubleshoot issues, and collaborate with business stakeholders. The ideal candidate will have experience with Salesforce and strong problem-solving skills. This position offers a competitive salary and excellent benefits.

Qualifications

• 2 years of experience in product support, QA, business analyst, or Tier 3 support role.
• 1 year of experience with Salesforce in an admin or support role.
• Salesforce Certified Platform Administrator preferred.

Responsibilities

• Monitor production systems for optimal performance.
• Identify and triage technical issues based on severity.
• Maintain records of incidents and resolutions.
• Participate in post-incident reviews.

Skills

Strong understanding of system monitoring tools

Analytical and problem-solving skills

Excellent communication and interpersonal skills

Ability to diagnose technical issues

Basic knowledge of databases and SQL

Education

High school diploma or equivalent

Bachelor’s degree

Tools

Salesforce

Splunk

Datadog

ServiceNow

Jira

Job description

Overview

National Debt Relief is seeking an experienced, dynamic, and highly motivated Production Support Analyst to join our Tech Ops team. This role is critical in ensuring the stability, availability, and performance of our systems. The Production Support Analyst will monitor technical systems, identify issues, investigate bug and outage reports from the business, and triage incidents to determine the appropriate resolution path. Resolution will include working with the business to document and prioritize issues, identifying any necessary remediation, and enhancing automated alerts as needed to reduce the likelihood of future outages. The ideal candidate will have strong problem-solving skills, attention to detail, the ability to work in a fast-paced environment, and familiarity with the debt settlement process.

Responsibilities

• Monitor production systems, applications, and integrations to ensure optimal performance and uptime.
• Identify, log, and triage technical issues, categorizing them based on severity and impact.
• Troubleshoot and resolve minor system issues or escalate more complex problems to the appropriate teams.
• Work with business stakeholders to quantify the impact of each issue.
• Maintain detailed records of incidents, resolutions, remediations, and process improvements to build a knowledge base for future reference.
• Participate in post-incident reviews and provide feedback on how to prevent recurring issues.
• Identify and recommend enhancements to system monitoring and support procedures to improve efficiency and reliability.
• Update Salesforce user profiles (permission sets, queue assignments, etc.).

Qualifications

• Education/Experience: A high school diploma or equivalent is required. A bachelor’s degree is preferred.
• 2 years of experience in product support, QA, business analyst, or Tier 3 support role.
• 1 year of experience with Salesforce in an admin or support role.
• Salesforce Certified Platform Administrator preferred.

• Required Skills/Abilities: Strong understanding of system monitoring tools and ticketing systems (e.g., Splunk, Datadog, ServiceNow, Jira).
• Ability to diagnose technical issues and determine escalation paths effectively.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills to work with both technical and non-technical teams.
• Ability to work independently and in a team-oriented environment, managing multiple priorities effectively.
• Basic knowledge of databases, SQL queries, and scripting languages is a plus.
• Experience working in the financial services or debt settlement industry.

Compensation

The salary for this position is $74,500 to $85,500 annually.

About National Debt Relief

National Debt Relief was founded in 2009 with the goal of helping consumers deal with overwhelming debt. We are one of the most-trusted consumer debt relief providers in the United States, helping people settle significant amounts of debt while supporting their financial wellbeing.

Benefits

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to earned wages before payday

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.