Senior Production Support Representative

SquareTrade

. Handle customer and agent challenges with portals, service tools, and products .

Posted 10/30/2026full-timeRemote • Brisbane • California • United StatesSenior💰 $20 - $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing system escalations and customer service challenges while utilizing SQL and data analysis to drive impact assessments. Proficient in collaborating across teams and leading initiatives with a customer-centric approach and a focus on innovation.

Highest-signal resume keywords

SQL ExpertiseZendesk ExperienceData AcumenAgility Processes KnowledgeCustomer-Centric Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLData AnalysisDocumentationImpact Statement WritingIssue TriageSystem Escalation ManagementTroubleshootingProcess ImprovementBug TrackingService Delivery

Soft Skills

Excellent CommunicationCollaborationFlexibilityLeadershipCustomer Focus

Tools & Technologies

ZendeskDatadogSplunkSalesforceAI Assistants

Industry Keywords

SquareTrade ProductsService OperationsGlobal SystemsComplianceScrumKanbanOutcome-Based Delivery

Tech Stack

Tools & technologies

SplunkSQL

About the role

Key responsibilities & impact

Handle customer and agent challenges with portals, service tools, and products
Assess issues individually, escalate according to impact, and resolve issues independently wherever possible
Serve as subject matter expert for SquareTrade products including File A Claim Agent, File A Claim, Smart Concierge, and AI voice agents
Own the Missing Warranty Process and upload warranties for escalations or one-off System Concerns requests
Manage system concerns
Monitor production signals including Datadog dashboards and alerts, Amplitude traffic, and issue intake trends
Triage, replicate, and document issues with reproduction steps, evidence, and data-backed business impact statements
Log and manage System Escalations in Agility, route issues to Digital Product Team planning rooms, and follow them through resolution
Classify issues as defects, working-as-designed, or enhancements to support prioritization
Coordinate existing System Escalations, confirm ownership, refresh impact, and keep items moving
Support Claim Closings within SLA and communicate risks or delays
Provide guidance to MOD, BackOffice, and CRT for High Risk Escalations
Assist with GDPR Legal Escalations and other compliance needs
Host or support regional Bug Scrum Meetings for customer issues across multiple regions
Collaborate with Product, Engineering, DB, Business Architecture, CX, and Operations teams
Troubleshoot, participate in Teams meetings, and follow up on triage efforts
Use SQL, reporting, dashboards, and other data sources to size issues and identify trends
Use approved AI and agentic tools to accelerate triage, replication, pattern-finding, and impact statements while validating outputs
Test and validate customer and specialist service tools and provide feedback on defects and experience gaps
Help shape production issue detection and triage processes
Innovate and improve processes as capacity permits

Requirements

What you’ll need

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
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 and lead meetings
SQL, CRM (Salesforce) expertise, SquareTrade-specific product and 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)
Ability to pass a background investigation
SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position

Benefits

Comp & perks

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
Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
Various corporate perks and discounts