Product Support Analyst I
Duration: 12 Months
Location: Irvine CA |92618 -Hybrid
Days per week: Flexible, Preferably 1-2 from office - 3 dyas work from home

About the Job:

• The Product Support Analyst I is responsible for ensuring the reliability and high-quality performance of Client leading Front of House platforms, specifically the electronic Prep system (Prep E).
• This role directly impacts the client business by empowering our software development teams to deploy agile enhancements to this cutting edge platform via monitoring and alerting around system health and defect leakage, while enriching the documentation and troubleshooting processes used to support the platforms at the restaurant level.
• With this position, you’ll have the opportunity to work with industry-leading tools such as DataDog, Amazon Lambda, Retool, and Grafana.
• The Product Support Analyst I will report to the Sr. Infrastructure Engineer.

 
The Day-to-Day:

• Design, deploy and configure various customer facing infrastructures, application, and services
• Design and manage Cloud infrastructure and services that meet enterprise grade SLA standards
• Resolve customer escalations and help prevent reiteration of those incidents by creating processes, procedures, and automations
• Monitor, diagnose, and resolve urgent production issues during period potentially off normal business hours
• Create and deploy scalable monitoring systems for massively growing global infrastructure
• Write, augment, and maintain production documentations
• Lead Front of House platform support, specifically for the electronic Prep system (Prep E), ensuring consistent, high-quality service and system reliability.
• Support the enhancement of our monitoring and alerting solutions (DataDog, Grafana, AWS Lambda)
• Take a proactive, hands-on approach to technical troubleshooting, diving deep into issues to identify root causes and implementing technical improvements.
• Enrich the knowledge base and troubleshooting processes used to support the systems at the restaurants
• Build tools and automation solutions that streamline support processes, reduce manual effort, and improve system reliability.  

Is this you?

• At least 1-3 years' experience in any of the following areas: Observability, Software Engineering, Automation, DevOps, or SRE space
• Strong communication, presentation, and problem-solving skills, with a proven ability to translate business requirements into technical solutions. You’re a skilled storyteller who can engage stakeholders at all levels.
• Some familiarity with software development, such as: SDLC and CI/CD principles, basic understanding of object-oriented programming and scripting language, Infrastructure as Code

 
Complexity & Problem Solving:

• Learns routine assignments of limited scope and complexity.
• Follows practices and procedures to solve standard or routine problems.

 
Autonomy & Supervision:

• Receives general instructions on routine work and detailed guidance from more senior members on all new tasks.
• Work is typically reviewed in detail at frequent intervals for accuracy.

 
Communication & Influence:

• Builds stable internal working relationships.
• Communicates and seeks guidance/feedback regularly from more senior members of the team.
• Primarily interacts with supervisors, project leads, mentors, or other professionals in the same discipline.
• Explains facts, policies, and practices related to discipline.

 
Knowledge & Experience:

• Typically requires a college degree (or equivalent) with up to one year of experience but may not have any.
• Has conceptual knowledge of theories, principles, and practices within discipline and industry.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $34.00/hr - $35.19/hr.