Content Data Support Specialist

10 Ancestry.com Operations • Lehi, UT

3d • $17 - $21

About The Position

The Content Data Support Specialist is essential for maintaining the integrity and momentum of our data production pipelines through support and production work. As a key problem-solver, you will be the first line of technical defense, responsible for diagnosing and resolving software issues, facilitating clear communication between teams, and ensuring production impacts are escalated effectively. Additionally, you will be expected to spend significant time completing production tasks.

Requirements

• Technically Adept: You have a strong capacity for learning new software, hardware, and complex systems in a dynamic, fast-paced environment.
• Organized and Communicative: You possess excellent prioritization skills with the ability to manage multiple support tickets while interacting professionally with diverse teams.
• Proactive Problem-Solver: You have a self-motivated work ethic and the ability to work independently to identify and fix roadblocks.
• Detail-Oriented: You understand that small data discrepancies can have large downstream impacts and you strive for high integrity in your work.

Nice To Haves

• Technical Foundation: Familiarity with SQL queries or foundational software development concepts is highly advantageous.
• Education: Relevant college-level coursework in Computer Science, Information Technology, or a related field is preferred.
• Systems Knowledge: Experience working with APIs, cloud services, or proprietary database systems.
• Support Experience: Prior experience in a technical support, help desk, or production operations environment.

Responsibilities

• Develop and maintain a hands-on understanding of production workflows by completing operational tasks to assist with troubleshooting, testing, and direct support.
• Diagnose and resolve technical issues across a diverse technology stack, including proprietary software, third-party systems, and cloud services.
• Serve as the primary technical point of contact for internal teams and external vendors, providing timely and professional support.
• Investigate root causes of production defects by utilizing a deep understanding of back-end systems, databases, and APIs.
• Collaborate with development teams (internal and external) to accurately report, validate, and track system issues through to final resolution.
• Monitor production workflows to identify emerging trends or issues and escalate critical incidents according to established protocols.
• Document system behavior , troubleshooting steps, and issue resolutions within the team knowledge base to improve future response times.
• Perform other responsibilities as the Content Production Services Manager sees fit to support the health of the data pipeline.

Benefits

• excellent benefits
• competitive compensation package
• health, dental and vision
• eligibility for bonus, equity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed