Production Support Specialist

About Auxo Solutions

Built on top-level engineering and industry knowledge, Auxo Solutions, an Alpha Group company, delivers unmatched agility, creativity, and dedication to solve tomorrow’s problems today. Founded and operated by engineers, no one has a stronger foundation than our team.

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About the role

Auxo Solutions is seeking a highly organized and proactive Production Support Specialist to oversee production support ticketing, triaging, client communications, overall client satisfaction, and the removal of blockers. This role acts as the primary liaison between clients and internal teams, ensuring smooth operations and exceptional service delivery. This role is critical for maintaining operational stability and ensuring client satisfaction through effective management of production support processes.

What you'll do

• Oversee production support ticketing, prioritize issues, and ensure timely resolution.
• Maintain regular communication with clients regarding issue status, progress, and resolution plans.
• Ensure high levels of client satisfaction by addressing concerns promptly and effectively.
• Identify and remove blockers to maintain workflow and operational efficiency.
• Serve as the main point of contact between clients and internal teams, facilitating effective communication and issue resolution.
• Handle basic project management tasks, ensuring deadlines and service level agreements (SLAs) are met.
• Generate and present regular reports on ticket status, client satisfaction, and operational performance.
• Identify areas for process improvement and implement best practices to enhance service delivery.

Qualifications

• A Bachelors' degree in a related field along with at least 2 years of experience in a technical Project Management role, and 2 years of Production Support experience.
• Proven success in managing complex queues of project work.
• An understanding of the software development lifecycle (SDLC), and ability to leverage it in a delivery environment.
• Strong client engagement skills, with the ability to manage relationships and communicate effectively at all levels of an organization.
• Excellent communication and interpersonal skills.
• Strong proficiency with JIRA and other project management tools.
• Experience as a Scrum Master is a plus.
• Experience with LC/NC platforms is a plus.

Other Info

• Candidates must be able to accommodate a working schedule of 8:30am - 5:30pm EST.
• We are unable to provide sponsorship for this position at this time.
• Benefits may include: Medical, Dental, and & Vision Insurance. Life, Short Term Disability, and Long Term Disability Insurance; accrued time off (25 days/year), paid holidays; annual target bonus; Company sponsored 401(k) plan; Monthly wellness/tech stipends.
• Position may require infrequent travel (to client sites).
• Successful candidates will be subject to thorough background checks, including education, employment, and physical location verifications.