1+ months

Staff Product Support Specialist- Pipeline Atlanta

Atlanta, GA 30308
JobTitle: Staff Product Support Specialist- Pipeline Atlanta
Job ID: 348546_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:

The Staff Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes.
Staff Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology.
Staff Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams.
This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.


25% - Support & Enablement:
Participates in advanced troubleshooting and drives resolution
Interfaces with business stakeholders and IT teams to elicit problem details
Addresses technical issues both synchronously and asynchronously; escalates accordingly

30% - Delivery & Execution:
Provides after hours, overnight, and weekend on-call support
Documents, reviews and ensures that all quality and change control standards are met
Provides advanced support for VP level and above
Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
Develops requirements and specifications for project and product lifecycles
Identifies diagnostic utilities to aid in troubleshooting
Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
Identifies process and systems improvements that drive quality within the team
Acts as a role model for maintaining relationships with site leadership

5% - Administration & Operations:
Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
Evaluates documented resolutions and analyzes trends to prevent future problems

40% - Learning:
Produces and updates content for knowledge base articles and training for product support team
Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
Analyze information to determine areas for further training and coaching
Researches and incorporates pertinent product update information in alignment with current trends


Typically reports to the Product Support Manager or Sr. Manager.



Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.


Typically requires overnight travel less than 10% of the time.


Posted: 2020-01-31 Expires: 2020-04-30

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Staff Product Support Specialist- Pipeline Atlanta

Home Depot, Inc.
Atlanta, GA 30308

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