Senior Product Support Lead: CMS & Apps Expert

Komo Photo; Seattle (WA); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Retirement plan

Health insurance

Dental plan

Vision plan

Flexible spending accounts

Paid vacation

Job summary

Sinclair Digital in Seattle, WA seeks a Senior Product Support Specialist to provide expert CMS and web-support for our news platforms. You will lead complex troubleshooting, mentor teammates, and maintain knowledge resources while ensuring timely resolutions and customer satisfaction.

You will leverage five-plus years in software support, web technologies, and collaboration with Engineering. On-call duties and SLAs apply, with competitive benefits included.

Qualifications

• Five+ years in technical software support.
• Experience at Tier 2/3, Senior, or Lead level preferred.
• Strong understanding of web technologies and CMS.
• Excellent problem-solving and communication abilities.
• Ability to work independently and in a team.

Responsibilities

• Provide advanced technical support for CMS and internal users via phone, email, and ticketing system.
• Lead complex troubleshooting and diagnose root causes with engineers.
• Mentor junior team members and conduct training sessions.
• Maintain and update the internal knowledge base and FAQs.
• Meet or exceed SLAs for response and resolution times.
• Escalate issues requiring software development support with detailed reproduction steps.
• Participate in daily standups with Engineering and triage new items.

Skills

Web technologies

CMS knowledge

Analytical skills

Communication skills

Team player

Tools

Jira

Confluence

Slack

Google Analytics

Job description

Sinclair Digital in Seattle, WA seeks a Senior Product Support Specialist to provide expert CMS and web-support for our news platforms. You will lead complex troubleshooting, mentor teammates, and maintain knowledge resources while ensuring timely resolutions and customer satisfaction.

You will leverage five-plus years in software support, web technologies, and collaboration with Engineering. On-call duties and SLAs apply, with competitive benefits included.