Product Support Analyst (Hybrid / Remote Possible)

First American Financial - Seattle, WA

Full-time - Mid Level

Hybrid - Seattle, WA

Insurance Carriers and Related Activities

About the position

The Product Support Analyst role at First American Trust involves providing technical support for Banking and Wealth Management applications. This position focuses on ensuring application stability, quality, and functionality while collaborating with internal customers and technology product teams. The role emphasizes continuous learning, teamwork, and process improvement in a hybrid work environment.

Responsibilities

• Support Banking and Wealth Management applications and their operating environments with a focus on stability, quality, and functionality.
• Perform incident and problem management activities including escalation and coordination with appropriate groups.
• Identify, assess, and communicate risks and impacts associated with incidents and problems.
• Provide timely response to and resolution of issues and communicate business impacts and status throughout the course of an incident.
• Suggest and contribute to system and process improvements which drive business value.
• Participate in identifying and implementing operational enhancements related to system or process stability and efficiencies.
• Contribute to the communication and delivery of support related metrics to key stakeholders.
• Provide operational and support related insights to Product Teams to aid in product related decisions.
• Participate in overnight and weekend escalated support on a rotational basis.
• Identify opportunities for cross-training offshore teammates to ensure adequate overnight support capabilities.
• Participate in cross-training and ongoing knowledge sharing with offshore teammates.
• Ensure essential procedures are followed and help with ongoing refinement of operating standards and processes.
• Maintain and develop all support related documentation.
• Partner with appropriate product teams to prioritize bug fixes, identify and implement alerting/monitoring enhancements and support tooling requirements.
• Participate in release and validation activities when additional support is needed from product teams.
• Exhibit critical thinking, sound judgement, comprehensive communication, and diplomacy skills to exchange complex information with both technical and non-technical stakeholders.
• Operate with a limited level of direct supervision while exercising independence of judgement and autonomy.

Requirements

• 5+ years of experience in a technical support role or related field.
• Excellent critical thinking skills.
• Effective written and verbal communication skills, with the ability to explain technical issues in simple terms for non-IT staff.
• Ability to plan and organize workload and coordinate activities with teammates.

Nice-to-haves

• Experience in Banking and Wealth Management applications.
• Familiarity with incident management tools and processes.
• Knowledge of application monitoring and alerting tools.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid time off and holidays
• Flexible work schedule options
• Professional development opportunities