Production Support Specialist

Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential. For more information, visit Tricon Residential.

Job Description

The Production Support Tier 2 role is responsible for providing elevated technical assistance and support to all departments across all technology platforms. This role requires a strong technical aptitude and the ability to resolve complex issues beyond basic frontend remediation. Success in this role entails a holistic perspective on production support and software excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel

• Manage Tier 2 support for 2+ critical production applications. Tier 2 support requires an elevated technical skillset and a strong expertise in the systems being supported
• Remain compliant with all governance requirements, ensuring that testing and approval evidence is captured where applicable
• Troubleshoot web-based and native applications on multiple device types and browsers to ensure cross-compatibility
• Understand and document integration details to perform data mapping analysis related to API concerns or process/job failures
• Gather information independently, carry out necessary research, and provide an in-depth analysis to resolve production issues
• Participate in weekly cadences and brainstorming sessions to identify opportunities and provide representation of the end users
• Work closely with the product/dev/QA team to prioritize and document bugs
• Provide severity and analysis of issues, inquiries, and requests
• Maintain ownership until resolution of technical issue
• Prioritize and deliver excellent customer service by troubleshooting and resolving issues related to Tricon’s technology solutions
• Enforce best practices with end users to ensure data integrity throughout the organization
• Analyze patterns in user requests to identify actionable insights for process improvement
• Account creation and enforcement of user security and permissions
• Assist with the development and delivery of training materials and documentation
• Regularly contributes to and updates knowledge base system
• Generate reports on system usage and ticket history as needed
• Manage projects and tasks in project management tool
• Maintain SLA and ticket closure goals using service desk software
• Monitor system health by reviewing performance metrics and running pre-defined automated test cases
  
  
  

QUALIFICATIONS:

• Ability to write advanced sql/mysql queries to perform technical troubleshooting
• Experience navigating AWS consoles to review Cloudwatch logs, engage with Cognito user pools, and other AWS services as required for Tier 2 technical support
• Residential Real Estate or Single-Family Homes experience desired
• 2+ years of experience with technical troubleshooting, customer support, and account management
• Strong customer service orientation is essential
• Support desk experience is highly desired
• Strong attention to detail, problem-solving, and process improvement skills
• Must have a passion for learning new technology and developing innovative solutions
  
  
  

REQUIREMENTS:

• Bachelor’s degree or a combination of industry certifications and/or equivalent related work experience
• Excellent verbal and written communication skills
• Demonstrated ability to handle a fast-paced environment and the ability to prioritize and complete tasks
• Ability to think critically to analyze issues and propose solutions
• Work well in a team environment; willingness to collaborate to find optimal business solutions
  
  
  

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

At Tricon Residential, we know that the best ideas happen when people bring their uniqueness to work with them. Inclusion is an integral part of how we leverage that uniqueness into our Company. Supporting Diversity, Inclusion and Belonging is not only the right thing to do; it is the right thing to do for our business.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$60,790.00 - $101,310.00