Production Support Specialist



Customer Service, Operations
Calgary, AB, Canada
Posted on Saturday, July 29, 2023

Who We Are

At StellarAlgo we are inspired and united around innovating the future of fan experiences. We are brought together by the belief that accessible and actionable data inspires the personalized and authentic experiences that create lifelong fans. Through a combination of embracing challenges, a belief that alignment enables autonomy and a committed team, we believe in empowering our players to achieve big things where it comes to solving interesting problems with data. In fact, our biggest investment is in you; we give you what you need to focus on your professional growth and career development, all while developing software that directly impacts our customers and their fans. We will challenge you and you will be surrounded by people equally committed to the company’s success, allowing for constant collaboration.

The Role: Are you up for the challenge?

StellarAlgo is the leading customer cloud platform for live audience businesses. We’re focused on growing and monetizing the world's most passionate digital audiences by recruiting high performers who know how to go for gold, work with their team, solve problems in real time, and speak up with creative ideas.

As a Production Support Specialist at StellarAlgo, you will play a crucial role in providing exceptional Tier 1 client support. You will be responsible for managing and resolving incidents related to SQL and AWS infrastructure, ensuring smooth operations and seamless customer experiences. You will have the opportunity to work closely with various teams and stakeholders to triage and resolve technical issues promptly.

What You'll Do

  • Provide Tier 1 client support by promptly responding to tickets and inquiries in a professional and courteous manner.
  • Efficiently triage and route incidents to the appropriate internal teams for further investigation and resolution.
  • Troubleshoot and resolve SQL and AWS-related incidents, maintaining a high level of customer satisfaction.
  • Collaborate with cross-functional teams, including developers and engineers, to escalate and resolve complex issues.
  • Act as a liaison between clients and internal teams, providing timely updates and ensuring open lines of communication.
  • Document incident details, resolutions, and troubleshooting steps to contribute to a comprehensive knowledge base.
  • Identify trends and patterns in support requests to proactively improve system performance and minimize future incidents.

What We're Looking For

    • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
    • Proven experience in a similar production support or technical support role, preferably in a SaaS or software development environment.
    • Strong knowledge of SQL and experience with relational databases (e.g. MSSQL).
    • Familiarity with AWS services and infrastructure, including EC2, S3, RDS, and Lambda.
    • Solid understanding of incident management processes and best practices.
    • Excellent analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical issues.
    • Effective communication and interpersonal skills, with the ability to interact confidently with clients and internal stakeholders.
    • Ability to work effectively in a fast-paced, deadline-driven environment with minimal supervision.
    • Strong attention to detail and the ability to prioritize tasks effectively.

    Preferred Qualifications:

    • AWS certification (e.g., AWS Certified Developer, AWS Certified SysOps Administrator) is a plus.
    • Familiarity with Python or other scripting languages.
    • Knowledge of data analytics and business intelligence concepts.
    • Experience with ticketing systems (Jira) and incident management tools.
    • Experience with OpenSearch and other log tools.

    Who You Are

    You have been through many projects, have had successes and failures, and have learned from both, developing a robust toolbox for building data solutions, implementing patterns and leading the next generation of data engineers. You are a superb communicator, able to gain understanding from both technical and non-technical audiences, and pride yourself on your interpersonal and relationship management skills. You enjoy being part of a results oriented, cross-functional team, and the words ‘fast paced’ don’t intimidate you- you immediately think ‘GAME ON’! Finally, at the end of the day you’re a data nerd at heart and proud of it!

    The data is clear – diverse teams are not only the right way to go, they’re the profitable way to go. StellarAlgo is an equal opportunity employer that prioritizes creating an inclusive work environment for our team. We focus on hiring candidates with unique perspectives and opinions that improve our ability to apply creative solutions to complex problems.