Product Support Engineering Lead

Renton, WA

Full Time

Mid Level

This would be a Hybrid position with a 2 days per week in-office commitment

This position pays $90,000-$120,000

About the Company

Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.

Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.

Position Summary

The Production Support Lead is responsible for overseeing the support and maintenance of software applications in a production environment. This role involves leading a small team of support engineers, ensuring the stability and performance of applications, coordinating with various departments to resolve issues and writing code to implement fixes and improvements. This is a hands-on role with opportunities to troubleshoot, create queries, write code, and engage in technical discussions.

Essential Functions

Lead a small team of production support engineers, providing guidance, training, and monitoring performance
Monitor the performance and availability of software applications, review log files, make recommendations to improve performance
Coordinate with the Engineering team to resolve production issues and implement fixes
Enhance existing support reporting, analyze trends and provide recommendations
Develop and maintain documentation for support processes, incident management, and troubleshooting procedures
Conduct root cause analysis for critical incidents and implement preventive measures to avoid recurrence
Collaborate with stakeholders to prioritize and address support requests and enhancements
Participate in on-call rotations to provide 24/7 support coverage

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
Proven experience in a production support role, with at least 2-3 years in a leadership position
Strong understanding of software development life cycle (SDLC) and ITIL processes.
Proficiency in monitoring tools, incident management systems, and scripting languages.
Knowledge of database management and SQL
Excellent problem-solving skills and the ability to work under pressure.
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

Preferred Skills:

Familiarity with DevOps practices and tools
Experience in a fast-paced, agile development environment

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA

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