Senior Product Support Lead - CMS & Apps

Sinclair Digital; Seattle (WA); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Retirement plan

Life and disability insurance

Health insurance

Dental and vision insurance

Flexible spending accounts

Paid vacation days

Paid personal days

Paid holidays

Paid sick leave

Parental leave

Employee stock purchase plan

Job summary

Sinclair Digital in Seattle, WA seeks a Senior Product Support Specialist to provide expert CMS technical support, mentor teammates, and contribute to knowledge base improvements. You will handle high-complexity issues and collaborate with engineering to prioritize and resolve requests.

This role emphasizes leadership in troubleshooting, on-call duties, and ensuring SLAs are met while delivering clear guidance to users with varying technical levels.

Qualifications

• 5+ years in a technical support role for software products.
• Strong understanding of web technologies and CMS systems.
• Excellent problem solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Ability to work independently and in a team.
• Familiarity with ticketing systems and support tools.
• Understanding of Software Development Lifecycle.

Responsibilities

• Provide advanced technical support to internal users of our CMS software via phone, email and ticketing system.
• Lead troubleshooting efforts, diagnose root causes and implement solutions.
• Research and resolve problems using internal knowledge bases and collaborating with developers.

Skills

Technical support

Strong communication

Independent worker

Team mentorship

Tools

Jira

Confluence

Slack

Google Analytics

Job description

Sinclair Digital in Seattle, WA seeks a Senior Product Support Specialist to provide expert CMS technical support, mentor teammates, and contribute to knowledge base improvements. You will handle high-complexity issues and collaborate with engineering to prioritize and resolve requests.

This role emphasizes leadership in troubleshooting, on-call duties, and ensuring SLAs are met while delivering clear guidance to users with varying technical levels.