Production Support Analyst

| Medford

The objective of this position is to improve response time to critical client facing production issues, reduce time to issue resolution, and prevent repeat occurrences through root cause analysis. As a key member of the Client Delivery Team, supporting Agero's clients, this position is the first point of contact via email or telephone when customers require assistance on Production issues, or when systems indicate a failure. The Client Delivery team is a critical arm of Agero's Sales and Client Services organization and is key to building and maintaining client relationships.

JOB RESPONSIBILITIES:

  • Develop a streamlined process for troubleshooting client related production issues with support from the management team
  • Triage and resolve technical support issues relating to all aspects of Agero's products. Diagnose and troubleshoot technical issues by talking to Product team, Engineers, Q and related groups
  • Understand client's problem through thorough probing questions, document the issue and conduct thorough investigation to understand root cause
  • Escalate unresolved issues to appropriate internal teams (or management)
  • Provide periodic updates to the client and all concerned parties throughout the investigation process and notify them when a solution is reached
  • Ensure all issues are properly logged and updated in the issue tracking system
  • Prioritize and manage several open issues at one time
  • Create and maintain documentation on issues and solutions
  • Collaborate with Engineering and QA teams to provide the necessary information to enable issue resolution

Works in a team environment. Works closely with and builds cross-functional relationships with internal departments and business users throughout the company as well as external clients.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • GolangLanguages
    • JavaLanguages
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    • ZohoCRM

Location

We are located in Medford, MA, right at Wellington Station with close access to the MBTA, I-93, Assembly Row, and a stones throw away from Boston.
1 Cabot Road #4, Medford, MA 02155

Insider's spotlight

What projects are you most most excited about?

“We're passionate about making the roads safer with our Driver360 mobile platform. We’ve developed crash detection technology that helps people when they're most in need, and we're using billions of miles of driving data to study crash risk factors and find ways to help people avoid crashing in the first place.”

Michael

Sr Data Scientist, Business Intelligence

How has your career grown since starting at the company?

Agero has provided me the opportunity to work on a number of different products and technologies, from call center to in-vehicle Telematics to web and mobile products. Additionally, I’ve had leadership positions with several groups, including PMO, QA, and now Product Management, which has allowed me to learn and grow throughout my tenure.

Luke

VP, Project Management

Our Engineering/IT teams are moving to the Amazon AWS cloud, which involves a lift/shift for some applications as well as rewriting other applications to be more micro service orientated. This effort is a huge transformation which includes new roles, training and re-thinking how IT operates as a cloud service organization.

Karen

Director, DevOps

Perks of working here

401(K) Matching
401(K)
Casual Dress
Commuter Benefits
Conferences & Training
Dental
Flex Work Hours
Game Room
Happy Hours
Health Benefits
Onsite Gym
Parking
Tuition Reimbursement
Vision
Volunteering Opportunities
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