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 Technical Product Support Analyst at First American Trust plays a crucial role in supporting Banking and Wealth Management applications. This position focuses on ensuring the stability, quality, and functionality of applications while providing exceptional service to internal customers and technology product teams. The role emphasizes teamwork, continuous learning, and collaboration in a hybrid remote environment, with responsibilities that include incident management, process improvements, and operational support.

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, preferably in banking or wealth management applications.
• 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 with incident management tools and processes.
• Familiarity with Banking and Wealth Management applications and technologies.
• Knowledge of operational metrics and reporting.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance plans.
• 401(k) retirement savings plan with company matching.
• Paid time off and holidays.
• Flexible work arrangements including hybrid remote options.