Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed
Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined
Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades)
Monitor application and server health, logs, and alerts; analyze issues, raise and escalate support tickets as required, and validate fixes through stakeholder testing
Perform root cause analysis for high‑priority incidents, prepare incident reports, and share findings and next steps with stakeholders
Communicate timely updates to stakeholders on high‑priority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation
Ensure adherence to implementation, support, and change‑management processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce service‑management summary reports
Be available for meetings, on‑call and off‑hours support (including weekends) and work a flexible schedule to accommodate off‑hours conference calls

Degree in Computer Science or Information Technology
Hands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub
Scripting knowledge of Python
Practical experience with containerization and orchestration (Docker and/or Kubernetes)
Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL)
Familiarity with API management platforms such as Apigee and AWS API Gateway
Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk
Minimum one year of AI monitoring experience with Datadog or LangSmith
Basic understanding of AI models (traditional and LLMs)—model lifecycle, bias/accuracy, and model drift—plus knowledge of prompt engineering
Must be willing and able to work standard Pacific Time (PT) business hours

IT Product Support Specialist

Key skills