Supervisor, Production Support Engineer

at  Magnit

Who We Are
Magnit is the future of work. Serving hundreds of the world’s most recognizable brands for the past 30+ years, Magnit offers the industry’s first holistic platform for the modern workforce. Magnit’s integrated workforce management (IWM) platform supported by data, software, intelligence, and best-in-class services team is key to our clients’ success. It can adapt quickly to regional or industry economic shifts, and provides the speed, scale, flexibility, transparency, and expertise required to meet an organization’s contingent workforce management, talent strategy and broader organization goals. At Magnit, you’ll work with passionate colleagues who collaborate and deliver meaningful results that positively transform the largest companies around the globe.
About The Role
This position supports the success of Magnit by adding a necessary value in servicing our clients. This is an exciting career opportunity for someone who values advancement, growth, and high-quality work. The Production Support Engineer Supervisor will provide oversight of Production Support Engineers (Level 2), processes and ticket queues as well as support our eTips application.

What You Will Do

• Manage Level 2 team members which includes day-to-day activities, performance coaching, and professional development
• Review and manage the Level 2 ticket queues which includes both active and aging tickets
• Serve as an eTips technical lead for Level 2 team members

Manage escalations

• Work on incoming tickets to assist team with ticket volume; follow up with users, provide feedback and see tickets through to resolution
• Diagnose, troubleshoot, reproduce and document technical issues so that they can be escalated to product as needed
• Recommend and lead process improvements initiatives
• Partner with the product team to share data insights on common support cases that drive volume or friction in the experience and work with them to help prioritize a fix, process improvement, or enhancement.

What You Will Need

• Preferably several years of experience providing Level 2 application support
• Previous supervisory experience in overseeing a technical support team
• Strong user-facing, customer service and communication skills
• Advanced troubleshooting, analytical and multi-tasking skills
• Working knowledge of SQL
• Advanced Excel knowledge
• Able to work autonomously and prioritize tasks

What Magnit will Offer You
At Magnit, you’ll be joining an innovative, high-growth environment and can quickly make an impact to help transform the largest companies in the world. You will work with passionate colleagues who collaborate and deliver. Magnit offers all employees the opportunity for growth and development, and we want individuals to fulfill their potential and blaze their own trails!
Magnit will offer you a competitive PTO and benefits package, including medical, dental, and vision coverage, retirement planning, as well as discounts and perks for tickets, travel, merchandise and more! Magnit encourages employees to participate in giving back, and we will match employee contributions to favorite charities and support corporate volunteering hours to make a difference in your community!
If this role isn’t for you
Stay in touch, we will let you know when we have new positions on the team.
To see a complete list of our open career opportunities please visit.
https://magnitglobal.com/us/en/company/careers.html
To do our best work we need different viewpoints. Therefore, we celebrate diversity and embrace inclusion.
As an equal opportunity employer, we are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all.
By applying to this role, you consent to Magnit safely storing and managing your personal data. Please read this link to learn more.
https://magnitglobal.com/us/en/privacy-notice.htm

• Manage Level 2 team members which includes day-to-day activities, performance coaching, and professional development
• Review and manage the Level 2 ticket queues which includes both active and aging tickets
• Serve as an eTips technical lead for Level 2 team member