Customer Success Manager - Technology Support - Stratumn
$89,000–$110,000 year
On-site · New York City, New York, United States
Job Summary
Associate Production Support Analyst responsible for owning and operationalizing Stratumn’s production support model (L1/L2, SLAs, escalation, governance), serving as Level 1 lead for issue intake and triage, troubleshooting across application workflows and integrations, coordinating with product/engineering and client-facing teams, maintaining backlogs and incident metrics, and developing knowledge base content to scale support. The role emphasizes process improvement, documentation, and cross-functional collaboration to ensure timely and effective issue resolution.
Required Qualifications
- 1–3 years of experience in technical support, production support, application support, technical operations, systems administration, or a related role
- Experience triaging, tracking, and resolving issues in a production support environment
- Strong troubleshooting and analytical skills across systems, workflows, and integrations
- Ability to manage multiple workstreams, incidents, and priorities in a fast-paced environment
- Strong written and verbal communication skills with both technical and non-technical stakeholders
- Experience working cross-functionally with product, engineering, operations, or client-facing technical teams
- Familiarity with ticketing systems, issue tracking tools, or project management platforms (e.g., Jira, ServiceNow, Zendesk, Confluence)
- Strong organizational skills and attention to detail in documentation, status tracking, and follow-up
- Bachelor’s degree in information systems, computer science, business, or related field
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