Overview:
National Debt Relief is seeking an experienced, dynamic, and highly motivated Production Support Analyst to join our Tech Ops team. This role is critical in ensuring the stability, availability, and performance of our systems. The Production Support Analyst will be responsible for monitoring technical systems, identifying issues, investigating bug and outage reports from the business, and triaging incidents to determine the appropriate resolution path. Resolution will include working with the business to document and prioritize issues, identifying any necessary remediation, and enhancing automated alerts as needed to reduce the likelihood of future outages. The ideal candidate will have strong problem-solving skills, attention to detail, the ability to work in a fast-paced environment, and familiarity with the debt settlement process.

Responsibilities:

• Monitor production systems, applications, and integrations to ensure optimal performance and uptime.
• Identify, log, and triage technical issues, categorizing them based on severity and impact.
• Troubleshoot and resolve minor system issues or escalate more complex problems to the appropriate teams.
• Work with business stakeholders to quantify the impact of each issue.
• Maintain detailed records of incidents, resolutions, remediations, and process improvements to build a knowledge base for future reference.
• Participate in post-incident reviews and provide feedback on how to prevent recurring issues.
• Identify and recommend enhancements to system monitoring and support procedures to improve efficiency and reliability.
• Update Salesforce user profiles (permission sets, queue assignments, etc.).

Qualifications:

Education/Experience:

• A high school diploma or equivalent is required. A bachelor’s degree is preferred.
• 2 years of experience in product support, QA, business analyst, or Tier 3 support role.
• 1 year of experience with Salesforce in an admin or support role.
• Salesforce Certified Platform Administrator preferred.

Required Skills/Abilities:

• Strong understanding of system monitoring tools and ticketing systems (e.g., Splunk, Datadog, ServiceNow, Jira).
• Ability to diagnose technical issues and determine escalation paths effectively.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills to work with both technical and non-technical teams.
• Ability to work independently and in a team-oriented environment, managing multiple priorities effectively.
• Basic knowledge of databases, SQL queries, and scripting languages is a plus.
• Experience working in the financial services or debt settlement industry.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt.

Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $74,500 to $85,500 annually. About National Debt Relief:
National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients’ number one advocate to help them reestablish financial stability as quickly as possible.
Benefits:
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee’s success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options

• ASPCA Pet Health Insurance DiscountAccess to your earned wages at any time before payday

• National Debt Relief is a certified Great Place to Work®!
  National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
  For information about our Employee Privacy Policy, please see here
  For information about our Applicant Terms, please see here

Responsibilities:

• Monitor production systems, applications, and integrations to ensure optimal performance and uptime.
• Identify, log, and triage technical issues, categorizing them based on severity and impact.
• Troubleshoot and resolve minor system issues or escalate more complex problems to the appropriate teams.
• Work with business stakeholders to quantify the impact of each issue.
• Maintain detailed records of incidents, resolutions, remediations, and process improvements to build a knowledge base for future reference.
• Participate in post-incident reviews and provide feedback on how to prevent recurring issues.
• Identify and recommend enhancements to system monitoring and support procedures to improve efficiency and reliability.
• Update Salesforce user profiles (permission sets, queue assignments, etc.)

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt