Technical Support Specialist

As a Technical Support Specialist at Points, your main responsibilities include investigating and documenting production issues, monitoring transactions for inconsistencies, and troubleshooting code and configuration issues across various environments. You'll communicate technical findings effectively to stakeholders, ensuring smooth operation of our products and services.

To excel as a Technical Support Specialist at Points, you should possess strong communication skills, experience with debugging and error tracking, and familiarity with various data types such as CSV, XML, and JSON. Proficiency in writing SQL or Python scripts for ad-hoc requests is essential, alongside the ability to work collaboratively across diverse teams.

Technical Support Specialists at Points utilize a range of tools for monitoring transactions and debugging code. Familiarity with platforms like Splunk, SQL, and various transaction monitoring tools is highly beneficial. Additionally, experience in UML diagramming and configuration management is useful in this role.

As a Technical Support Specialist at Points, you will report directly to the Technical Support Manager, collaborating with both technical and non-technical teams to address issues and provide effective support for our products and services.

Points is committed to continuous learning and professional development. As a Technical Support Specialist, you will have access to various training resources, mentorship opportunities, and the chance to engage in team events that foster collaboration and skill enhancement.

The hiring process at Points for a Technical Support Specialist includes several stages: a recruiter phone interview, a hiring manager interview, a potential take-home assessment or coding exercise, and a final team interview. Constructive feedback is provided to all candidates, ensuring a positive experience.

At Points, Technical Support Specialists enjoy comprehensive health plans, flexible vacation policies, travel experience credits, and a work-from-anywhere program, among other perks. Opportunities for wellness initiatives and parental support further contribute to a well-rounded workplace culture.

When troubleshooting a technical issue, first ask targeted questions to gather relevant details from the stakeholder, then analyze the issue methodically. Document your findings and test possible solutions, ensuring that you communicate updates clearly throughout the process.

In my previous role, I utilized tools like Splunk to monitor logs and identify error patterns. I compounded my results with SQL queries to analyze performance metrics, ultimately driving solutions that improved system reliability and reduced error rates.

To explain complex technical concepts, I break them down into simpler terms using analogies relevant to the audience's experiences. I focus on the practical implications of the issue and encourage questions to ensure understanding.

I prioritize tasks by urgency and complexity, often utilizing a task management tool to track my workload. I allocate specific times for focused work while remaining flexible to address high-priority issues as they arise.

I actively follow technology blogs, participate in webinars, and attend industry conferences to stay informed about the latest trends. I also engage with online communities and participate in coding challenges to enhance my skills.

In a recent project, our team faced a significant software integration issue. I took the initiative to organize a brainstorming session, bringing together relevant stakeholders, which led to the identification of gaps in our approach. Through collaborative problem-solving and clear communication, we implemented successful solutions.

I commonly use tools like Splunk and centralized logging systems for monitoring transactions. These tools enable me to identify trends and potential inconsistencies in real time, facilitating quicker responses to issues.

In such situations, I would acknowledge their concerns and provide a clear update on the issue’s status. I would reassure them that I am working diligently to resolve it and offer a realistic timeline for the next steps.

I am proficient in SQL for database queries and Python for scripting. This experience allows me to create custom scripts for data retrieval and automate processes that enhance troubleshooting efficiency.

I am excited about the opportunity to work at Points because of its commitment to innovation in the travel industry. I admire your company's collaborative culture and the focus on creating extraordinary experiences for customers, which aligns perfectly with my passion for technical support and customer service.