Production Support Analyst

Technical Individual Opportunity

We are looking for a technical individual with a System Quality, User Acceptance Testing and Software Release management experience to support Root Cause and Corrective Action activities associated with reported bugs and system issues, as well as to support the global UAT and release activities for our custom compliance management ecosystem. Ideal candidates have familiarity with the Software Development Lifecycle (SDLC), Agile development methodology, with experience problem solving software data systems issues, writing test cases based on corrective action resolutions, and user stories. Candidates should be able to organize and track production issues across multiple tools, alongside test cases impacting multi-aspects of a system, with an ability to understand End to End use cases, being able to generate test cases to validate system interdependencies with support from Business Systems Analysts and Stakeholders.

A typical day would include (but not limited to): Assessing and triaging System Issue Tickets, reviewing with development Ops, quality assurance, software developers, and business analysts to determine root cause. Supporting business analysts with establishing requirements for solutions to issues, and tracking issues through resolution. Role will also support user stories with BSAs for understanding, generating UAT and End-to-End test cases for stakeholders and test users, collaborate with software quality engineering partners on validation of system requirements, and tracking and reporting UAT test results from users. Candidates have to work exceptionally well in a fast pace environment, multitasking to support various systems requirements.

Key Benefits:

• Enable dedicate root cause analysis and product issues resolution support
• Back-up support for UAT and End-to-End test case development
• Generate tracking data UAT performance

In Scope:

• Triaging production issues
• Identifying production issue root cause, and tracking solutions through deployment (via hot fix or through standard sprint cycle)
• Collaborating with business and technical teams to develop test strategies, processes, test cases or scripts, and reports
• Writing and executing on user acceptance test scenarios or scripts to validate new features and enhancements as developed according to requirements
• Identifying software bugs, capture and report system software defects
• Leading test resources through successful execution of UATs
• Working with business and technical teams to understand the business requirements in order to define a test plan and to provide end-to-end user testing scripts based on business processes
• Provide transparency of release updates to scrum team and stakeholders as necessary
• Proactively identifying and communicating release issues and risks
• Tracking production systems' issues, and validating resolution, escalating to leadership as necessary

Success Criteria/Definition of Done: Success criteria will be based off supporting successful resolution of production issues within the confines of expected timelines. As the overall quantity and complexity will vary based on the integrity of the system, criteria is defined based on actioning timelines based on complexity of requirement.

Skills:

• Hardware support
• Customer service oriented
• Data visualization, tableau
• Software development life cycle
• Data analysis
• Product management
• Compliance
• Project management
• Business analysis
• User Acceptance Testing
• Certifications
• Consumer electronics
• EPM, NPI

Top Skills Details:

• Hardware support
• Customer service oriented
• Data visualization, tableau
• Software development life cycle
• Data analysis
• Product management
• Compliance
• Project management
• Business analysis
• User Acceptance Testing

Additional Skills & Qualifications:

Success criteria will be based on generating UAT Test cases for system enhancements on a 4 week cadence. As the number and complexity of user requirements, and scope of impacted systems will vary based on capacity and content in a given software sprint, criteria will be based on the number of user stories and end-to-end test cases assigned to the RSA for each sprint, broken out with initial deliverables being provided in week 1 of each sprint, with all UAT test cases generated and aligned with BSAs and leaders by Pre-UAT efforts during week 3 of a sprint, and completing final validation of software deployment at the end of week 4 of a sprint. Values should be read as minimums.

Experience Level: Intermediate Level

Job Type & Location: This is a Contract position based out of Cupertino, CA.

Pay and Benefits: The pay range for this position is $30.00 - $82.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type: This is a hybrid position in Cupertino, CA.

Application Deadline: This position is anticipated to close on Dec 31, 2025.