Senior Product Support Lead - CMS & Web Apps

Sinclair Digital

Seattle (WA)

On-site

USD 44,000 - 56,000

Full time

12 days ago

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Benefits offered by this job

Retirement plan

Life and disability insurance

Health, dental and vision plans

Flexible spending accounts

15 paid vacation days

2 paid personal days

9 paid holidays

40 hours paid sick leave

Parental leave

Employee stock purchase plan

Job summary

Sinclair Digital is seeking a Senior Product Support Specialist in Seattle, WA, to provide expert technical support for our CMS and related platforms. You will diagnose complex issues, mentor teammates, and maintain the knowledge base while coordinating with Engineering for escalations.

You will lead troubleshooting efforts, document solutions, and ensure high-quality user support across internal platforms.

Qualifications

:+ 5+ years in technical software support, with at least 2+ years at Tier 2/3 or Lead level.
+: Strong understanding of web technologies and CMS platforms.
+: Excellent problem-solving and analytical skills.
+: Outstanding communication and interpersonal abilities.
+: Ability to work independently and in a team.
+: Familiarity with ticketing systems and support tools.
+: Understanding of the Software Development Lifecycle.

Responsibilities

Provide advanced technical support to internal CMS users via phone, email and tickets.
Lead troubleshooting efforts, diagnose root causes and implement solutions.
Mentor junior team members and conduct training.
Maintain and update internal knowledge base and FAQs.
Meet or exceed SLA metrics for response and resolution times.
Escalate issues requiring software development and coordinate with Engineering.
Participate in daily standups and provide feedback for triage.
Handle on-call shifts from 5:00 PM to 5:00 AM on rotation.