Product Support Analyst

Who We Are

Join a team that puts its People First! As a member of the First American family of companies, First American Trust is a federal savings bank that has provided banking, wealth management, and trust solutions on a national, full-service basis for more than five decades. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eight consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

First American Trust is seeking a technical Product Support Analyst to join our team supporting Banking and Wealth Management applications and underlying technologies.  In this role, you will work within a team to provide application and process support to internal customers and technology product teams.   

What You'll Do:

You will be an active participant in our continuous learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.  In this hybrid remote role, you may be required to travel to our headquarters location.

• Support Banking and Wealth Management applications and their operating environments with a focus on stability, quality, and functionality to meet or exceed service level expectations.
• Perform incident and problem management activities including escalation and coordination with appropriate groups.
• Identify, assess, and communicate risks and impacts associated with incidents and problems.
• Provide timely response to and resolution of issues and communicate business impacts and status throughout the course of an incident.
• Suggest and contribute to system and process improvements which drive business value.
• Participate in identifying and implementing operational enhancements related to system or process stability and efficiencies.
• Contribute to the communication and delivery of support related metrics to key stakeholders.
• Provide operational and support related insights to Product Teams to aid in product related decisions.
• Participate in overnight and weekend escalated support on a rotational basis.
• Identify opportunities for cross-training offshore teammates to ensure adequate overnight support capabilities.
• Participate in cross-training and ongoing knowledge sharing with offshore teammates.
• Ensure essential procedures are followed and help with ongoing refinement of operating standards and processes.
• Maintain and develop all support related documentation.
• Partner with appropriate product teams to prioritize bug fixes, identify and implement alerting/monitoring enhancements and support tooling requirements.
• Participate in release and validation activities when additional support is needed from product teams.
• Exhibit critical thinking, sound judgement, comprehensive communication, and diplomacy skills to exchange complex information with both technical and non-technical stakeholders.
• Operate with a limited level of direct supervision while exercising independence of judgement and autonomy.

What You'll Bring:

• A team player attitude and willingness to learn.
• Excellent critical thinking skills
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Ability to plan and organize workload and coordinate activities with teammates.
• 5 years experience in an Application Support or similar role, preferably in the Financial Services industry.
• Strong knowledge of Windows 11, Chrome, Edge, and thick-client application installation concepts.
• Strong knowledge of ITIL Practices, Incident, Request, Problem, Change Management, call center operations, technology, product teams and retail or corporate security applications.
• Familiar with monitoring tools such as Unified Visibility, Omni, Splunk, VROPS, ExtraHop, and any APM tools.
• Experience working with Splunk as a troubleshooting tool, log and alarm analysis.
• Experience supporting Client-Server, SaaS, PaaS applications, including troubleshooting of installation, permissions, data flows and network connectivity.
• Proficiency in assessing and troubleshooting functional and technical issues within an application.
• Familiarity with cloud computing concepts and services.
• Basic proficiency with networking and hardware concepts.
• Intermediate proficiency with Microsoft Excel and Word.

Preferred Qualifications

• CompTIA Certification (or similar knowledge/background).
• Microsoft Azure Fundamentals.
• Experience supporting Banking applications or products.
• Proficient in ServiceFirst incident, request, task, change and reporting modules.

Pay Range: $73,600-$108,300

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location

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What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

Salary : $73,600 - $108,300