Senior Production Support Representative

Job Description

We are looking for someone who is passionate about customer service, solving problems, collaboration, sharing knowledge, and willing to learn continuously, especially related to technology and AI-enabled tools, to join our Production Support and System Escalations team within Change Management & Production Support (ChaMPS). This person should have familiarity with and a passion for improving SquareTrade / Allstate Protection Plans systems, customer journeys, and collaborating with technology and regional groups.

We operate as a technical concierge service for our internal business clients: each regional office has a dedicated point of contact who understands its systems, partners, and priorities; we aid in resolving the technical issues that their users encounter.

Responsibilities

Level of Independent Decision Making: Medium to High

• You will utilize your extensive experience in handling Customer challenges or Agent’s challenges with our portals, service tools, or product. You will assess the situation issue by issue and escalate, depending on the impact.
• Wherever possible, you will solve any issues independently.

Subject Matter Expertise

• You will be the subject matter expert for SquareTrade specific products, including but not limited to: File A Claim Agent, File A Claim, and emerging digital and agentic service experiences (e.g., Smart Concierge, AI voice agents).
• You will own the Missing Warranty Process and upload warranties for escalations or one-off requests that come through System Concerns.
• You will manage any system concerns.

Monitoring, Triage & Escalation

• You may be involved in monitoring production signals (e.g., Datadog dashboards and alerts, Amplitude traffic, issue intake trends) to detect large customer-impacting issues early, rather than waiting for customer escalations.
• You will triage, replicate, and document issues with clear reproduction steps, evidence, and a business impact statement backed by data (e.g., affected customers or claims, contact volume, CSAT/NPS signals, financial exposure).
• You will log and manage System Escalations in Agility, route Issues to the appropriate Digital Product Team (DPT) planning room, and follow them through resolution within our priority and target-restoration framework.
• You will help classify issues consistently (defect vs. working-as-designed vs. enhancement) to support prioritization.

Backlog Coordination

• You will serve in coordination capacity for existing System Escalations, partnering with cross-functional colleagues to confirm ownership, refresh impact, and keep items moving.

Compliance and Ops Coordination

• You may need to support Claim Closings (currently a manual process), completing them within SLA and communicating risks or delays proactively.
• You will provide guidance to MOD, BackOffice, and CRT for High Risk Escalations, etc.
• You may be required to assist with GDPR Legal Escalations and other Compliance needs.

Regional Concierge & Collaboration

• You will host and/or support regional Bug Scrum Meetings for System Escalations in solving UK, EU, Australia, Japan, United States, Canada, and other Pacific countries customer issues.
• You will collaborate with varied teams like Product, Engineering, DB, Business Architecture, CX, and Operations.
• You will troubleshoot and participate in Teams meetings, and follow up on triage efforts.

Data, AI & Continuous Improvement

• You will engage in data-driven decision making, using SQL, reporting, dashboards and other data sources to size issues and identify trends.
• You will use approved AI and agentic tools (e.g., Microsoft Copilot, Datadog Bits AI) to accelerate day-to-day triage, replication, pattern-finding, and impact statements, always validating outputs before acting on them.
• You will help test and validate expanding customer and specialist service tools, providing feedback on defects and experience gaps.
• You will help shape how production issues are detected and triaged.
• As your task list permits, you will innovate (process revamp, etc.), evolving how we do what we do.

• Multiple years of experience with, and deep knowledge of, SquareTrade’s Global systems and service processes (or equivalent experience in a comparable production support / service operations environment)

• Excellent communication and collaboration skills, including writing clear, concise impact statements for business and technical audiences

• Documentation and Sharing knowledge

• Global Team Player with flexibility to provide rotational regional coverage

• Leading initiatives with minimal oversight

• Thirst for innovation

• Customer-centric mindset: understands how system issues affect customers and front-line specialists

• Data acumen: comfortable using data to quantify impact and prioritize

• Consistent, dependable service delivery

Preferred Qualifications:

• Zendesk Experience/Certification

• Familiarity with Splunk and/or Datadog/Certification

• Good understanding of Agility (or Jira) processes/Scrum, Kanban basics; familiarity with Outcome-Based Delivery (OBD) and DPT ways of working

• Able to host, lead meetings

• SQL, CRM (Salesforce) expertise, SquareTrade specific product, portal experience

• Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation

• Minimum of 6 months experience at SquareTrade in your current position (eligible internal candidates only)

Qualifications

• Multiple years of experience with, and deep knowledge of, SquareTrade’s Global systems and service processes (or equivalent experience in a comparable production support / service operations environment)
• Excellent communication and collaboration skills, including writing clear, concise impact statements for business and technical audiences
• Documentation and Sharing knowledge
• Global Team Player with flexibility to provide rotational regional coverage
• Leading initiatives with minimal oversight
• Thirst for innovation
• Customer-centric mindset: understands how system issues affect customers and front-line specialists
• Data acumen: comfortable using data to quantify impact and prioritize
• Consistent, dependable service delivery

Preferred Qualifications:

• Zendesk Experience/Certification
• Familiarity with Splunk and/or Datadog/Certification
• Good understanding of Agility (or Jira) processes/Scrum, Kanban basics; familiarity with Outcome-Based Delivery (OBD) and DPT ways of working
• Able to host, lead meetings
• SQL, CRM (Salesforce) expertise, SquareTrade specific product, portal experience
• Hands-on experience using AI assistants or agentic tools for analysis, troubleshooting, or documentation
• Minimum of 6 months experience at SquareTrade in your current position (eligible internal candidates only)

Additional Information

At SquareTrade you'll have access to:  

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)   
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension 
• $75/month budget to help prioritize your physical wellbeing 
• $80/month stipend to subsidize connectivity costs 
• Mental health resources including free 1:1 therapy, coaching sessions and digital resources 
• Supportive leave policies 
• Generous PTO Policy in addition to 9 Company Holidays 
• Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires 
• Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team 
• Various corporate perks and discounts 

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range:  $20-$36 hourly

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position. 

The candidate(s) offered this position will be required to submit to a background investigation. 

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. 

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