Remote Client-Facing Product Support Analyst

SitusAMC; Frankfort (KY); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

PTO and paid holidays

Medical, dental, vision insurance

401K

Job summary

SitusAMC is seeking a client-focused Production Support Specialist to facilitate delivery and implementation of in-house software. You will validate issues, route them to internal teams, and train clients and staff. Travel nationally for client installations is expected in normal times.

The role requires 1–2 years in related finance/real estate tech, plus hands-on experience with post-go-live support and UAT testing. A strong MS Office proficiency and clear communication are essential.

Qualifications

• 1-2 years of Secondary Marketing, Mortgage Lending, Mortgage Technology, Loan Trading, Capital Markets Operations, or related industry experience.
• Minimum of six months in a production support, software support, implementation, operations, or other client-facing support role.
• Experience supporting software implementations, client-facing production support, application configuration, UAT/QA testing, or post-go-live support activities.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency with Microsoft Office products, including Outlook, Word, Excel, Teams, and PowerPoint.

Responsibilities

• Provide day-to-day support to promote client adoption after go-live, reinforcing standard usage and addressing routine client questions.
• Support production usage by receiving client issues, performing initial triage, and documenting and validating details required for follow-up.
• Route production issues and requests to appropriate internal resources, including software development, product, implementation, infrastructure, and other internal teams, and track updates through resolution.
• Support client-paid UAT/QA testing engagements by executing test cases, validating functionality, documenting results, logging defects, and supporting retesting activities.
• Assist with release validation, regression testing, configuration validation, workflow testing, integration/file testing, and production readiness activities as assigned.
• Deliver Client Admin, end-user, and internal training sessions and/or training support as assigned.
• Build and maintain working knowledge of SitusAMC software functionality, relevant industry concepts, and client workflows to support effective guidance and issue resolution.
• Use discretion and independent judgment to address moderately complex production support and testing matters within established guidelines and escalation paths.

Skills

Multitasking

Communication skills

Verbal communication

Analytical thinking

Tools

Microsoft Office

Job description

SitusAMC is seeking a client-focused Production Support Specialist to facilitate delivery and implementation of in-house software. You will validate issues, route them to internal teams, and train clients and staff. Travel nationally for client installations is expected in normal times.

The role requires 1–2 years in related finance/real estate tech, plus hands-on experience with post-go-live support and UAT testing. A strong MS Office proficiency and clear communication are essential.