Production Support & Incident Analyst

Anza Mortgage Insurance Corporation; Wilmington (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive Pay

Health Benefits

401(k) Matching

Career Growth

Inclusive Culture

Perks & Extras

Job summary

Anza Mortgage Insurance Corporation is building a technology-first mortgage insurer and seeks a capable technical support professional. You will be first on production issues, triaging, reproducing problems, and writing clear customer-facing responses.

As you learn the platform, you’ll expand your runbooks and contribute to ongoing incident response and stabilization. The team emphasizes curiosity, methodical work, and data-driven decision making.

Qualifications

• Technical support, service desk, QA, systems analyst, or similar role or equivalent hands-on experience in a technical environment where you diagnosed problems rather than just logged them.
• Basic SQL. You can write a SELECT with a JOIN and a date filter against a relational database, and you're comfortable learning more.
• Comfort reading logs and error messages. You've searched logs before - in any tool - and you can tell signal from noise.
• Clear written English. You can explain a technical problem to a non-technical person succinctly, without confusing or patronising them.
• A methodical, evidence-led way of working. You check before you conclude, you're comfortable saying "I don't know yet, here's what I'm looking at," and you don't guess in front of a customer.
• Genuine curiosity and follow-through. You want to know why something failed, and you don't drop a ticket because it got awkward.
• Care and discretion with production and customer data. You'll have read access to real customer and loan data in a regulated environment.
• We are not expecting you to arrive knowing our stack. We are expecting you to be someone who learns it quickly and asks good questions along the way.
• Any observability or log platform — Datadog, Splunk, ELK/OpenSearch, Grafana, New Relic, CloudWatch.
• Any exposure to Java, or to reading a stack trace and identifying roughly where it failed.
• AWS familiarity at any level: CloudWatch, RDS, S3, SQS, Lambda. Kubernetes awareness is a bonus, not a need.

Responsibilities

• Take first response on production issues from customers (lenders, partners) and internal users, and own each ticket through to closure.
• Triage by impact and urgency, and route or escalates anything you can't resolve — with your findings attached, not just the customer's words.
• Investigate before escalating: reproduce where you can, check the logs and dashboards, and use the runbooks. Determine if it's a defect, data problem, environment issue, or expected system behavior.
• Run SQL queries against production read access to check what the system actually recorded, and look up the state of a stuck order or workflow.

Skills

SQL

Log analysis

Written communication

Attention to detail

Curiosity

Data privacy

Observability tools familiarity

AWS familiarity

Education

Technical degree or IT certification

Tools

Datadog

Splunk

ELK/OpenSearch

Grafana

New Relic

CloudWatch

Jira

Zendesk

Job description

Anza Mortgage Insurance Corporation is building a technology-first mortgage insurer and seeks a capable technical support professional. You will be first on production issues, triaging, reproducing problems, and writing clear customer-facing responses.

As you learn the platform, you’ll expand your runbooks and contribute to ongoing incident response and stabilization. The team emphasizes curiosity, methodical work, and data-driven decision making.