Production Support Engineer

Valid8 Financial, Inc.; Los Angeles (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Valid8 Financial, Inc. is seeking a customer support professional in Los Angeles to resolve customer issues and improve service processes. This role involves working cross-functionally to enhance system reliability and streamline operations.

Candidates should have at least 2 years in a customer-facing role, strong communication skills, and the ability to manage cases throughout the support lifecycle, especially under pressure.

Qualifications

• 2+ years of experience in a support or service-oriented customer facing role.
• Strong written communication of support content.
• Ability to perform under pressure and communicate status clearly to stakeholders.

Responsibilities

• Resolve customer issues via email and video conferencing.
• Enhance deployment processes to streamline operations.
• Identify, report, and track defects collaboratively.

Skills

Customer service experience

Written communication

Problem-solving

Debugging skills

Job description

LAVA is a real-time customer engagement and data activation platform. Our Realtime AI technology drives revenue generation, profitability, customer satisfaction and greater fan engagement by anticipating and responding to customer needs with hyper-personalized moments that transform the sports and live event experience. At the forefront of innovation, LAVA’s AI technology enables businesses to evolve into “cognitive enterprises” that are predictive, adaptive, and personalized. By creating customer moments that matter, LAVA is shaping the future of engagement and redefining possibilities for brands worldwide.

Primary Responsibilities

• Resolve customer issues via email and video conferencing.
• Work to solve customer problems while delighting them along the way
• Enhance deployment processes and automation to streamline operations.
• Work with cross-functional teams to improve system reliability and scalability.
• Identify, report, and track defects, collaborating with developers to resolve them quickly.
• Debug and troubleshoot complex systems to address incidents efficiently.
• Continually research and learn the current and future best practices of Lava products.
• Suggest and implement improvements to support workflows.
• Participate in on-call rotations to manage production incidents, which may include nights after work, weekends and holidays.

Requirements

• 2+ years of experience in a support or service-oriented customer facing role.
• Within the last 5 years, you’ve worked at one company for at least 2 years.
• Strong written communication of support content.
• Managed cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• Ability to be on-call and can perform under pressure in a complex situation, make assessment and communicate clearly to stakeholders regarding status.