Agile Six

Customer Support

• Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolutions within committed SLAs
• Record any incidents and provide support to all end users with the help of the team while documenting resolutions
• In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation
• Build a help desk work stream that supports our application's end users and informs how to triage across the larger ecosystem
• Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement
• Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations
• Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms
• We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.

Production Support Specialist

Backend Engineer

• Build components and service APIs, using various frameworks and architectures to thoughtfully integrate features. This is a hands-on coding role.
• Collaborate with teammates and with other teams to identify requirements, solve technical challenges, design effective solutions, troubleshoot production issues, and improve system performance.
• Apply design patterns to support quality decisions and contribute to maintaining standards through code reviews, tools, testing strategies, and metrics.
• Apply your experience to make informed architectural decisions, using design patterns and best practices to maintain quality through code reviews and metrics. Your exposure to diverse systems will help you make effective choices for architecture and scalability, supporting smoother workflows and enhancing the development process.
• Support colleagues through code reviews and pair programming, helping to strengthen their skills and improve code quality.
• Communicate effectively with both technical and non-technical teams to foster a collaborative environment.
• Champion innovative ideas and support others in engaging with new approaches. By sharing context and connecting team members to the broader goals, you’ll help address challenges holistically and contribute to meaningful, systemic improvements and make informed trade offs.
• Effectively leverage AI-powered IDEs such Copilot and Cursor to analyze existing code, develop features, write unit tests, and debug issues while retaining responsible oversight and reviewing all work produced.
• Support the practice of engineering within the larger company as needed through activities such as:
• Assisting in outreach, recruitment, and hiring efforts
• Occasionally participating in or otherwise supporting business development efforts, including code or design challenges, writing or reviewing proposal responses, etc.
• Participating in communities of practice
• We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the team’s needs and strengths, the unique strengths and interests of the selected candidate, and an evolving understanding of the delivery environment.

Production Support Specialist

Fullstack Engineer