Provides advanced product and technical support, resolves escalations, troubleshoots complex issues, and partners with engineering, IT, vendors, and business stakeholders. Develops requirements, supports product and project lifecycles, identifies process and system improvements, and maintains knowledge bases and training materials. Provides senior-level guidance, trend analysis, vendor coordination, and after-hours or weekend on-call support, including support for VP-level users.
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Purpose:
The Senior Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes.
Senior Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology. Senior Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams.
The Senior Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.
Key Responsibilities:
- 25% Support & Enablement:
- Participates in advanced troubleshooting and drives resolution
- Interfaces with business stakeholders and IT teams to elicit problem details
- Addresses technical issues both synchronously and asynchronously; escalates accordingly
30% Delivery & Execution:
- Provides after hours, overnight, and weekend on-call support
- Documents, reviews and ensures that all quality and change control standards are met
- Provides advanced support for VP level and above
- Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
- Develops requirements and specifications for project and product lifecycles
- Identifies diagnostic utilities to aid in troubleshooting
- Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
- Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
- Identifies process and systems improvements that drive quality within the team
- Acts as a role model for maintaining relationships with site leadership
5% Administration & Operations:
- Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
- Evaluates documented resolutions and analyzes trends to prevent future problems
40% Learning:
- Produces and updates content for knowledge base articles and training for product support team
- Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
- Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
- Analyze information to determine areas for further training and coaching
- Researches and incorporates pertinent product update information in alignment with current trends
Direct Manager/Direct Reports:
- Typically reports to the Product Support Manager or Sr. Manager.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Must be legally permitted to work in the United States
Preferred Qualifications:
- 3-6 years of relevant work experience
- Proficient in Microsoft Office standard applications
- Proficient in analyzing data and trends to determine and apply necessary process or standard operating procedure changes to optimize efficiency and effectiveness
- Proficient in budget forecasting and adherence
- Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
- Proficient in auditing invoices for accuracy and processing in alignment with financial requirements
- Proficient in navigating and maintaining contractual obligations as well as guiding vendor adherence
- Proficient in utilizing and updating knowledge database and team training documentation
- Expertise in setting high standards through action
- Competent in standard help desk ticketing systems and remote monitoring and management software
- Competent in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools as well as in virtualized and cloud-based environments
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 3
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions
- Decision Quality: Making good and timely decisions that keep the organization moving forward
- Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
- Manages Conflict: Handling conflict situations effectively, with a minimum of noise
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
- Resourcefulness: Securing and deploying resources effectively and efficiently
- Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:
Similar Jobs
Cloud • Fintech • Software • Business Intelligence • Consulting • Financial Services
Provide assistant-controller level accounting support for healthcare clients: manage month-end close, maintain general ledgers, prepare and review monthly reporting packages and KPIs, ensure balance sheet accuracy, update client procedure manuals, coordinate project tasks, and supervise/account-assign work to meet client needs and budgets.
Top Skills:
Microsoft Office Suite
Cloud • Fintech • Software • Business Intelligence • Consulting • Financial Services
Manage day-to-day lead routing, qualification, and CRM data quality in Microsoft Dynamics 365. Support campaign capture, attribution, tracking, reporting, and analysis. Collaborate with Marketing, Business Development, IT, and offshore teams to improve lead processes, implement CRM enhancements, and document operational procedures.
Top Skills:
CRMMicrosoft Dynamics 365
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Investigates and processes commercial insurance claims within assigned authority limits. Responsibilities include determining coverage, assessing damages and losses, setting reserves, negotiating settlements, preparing or reviewing estimates, maintaining claim documentation, taking statements, and identifying fraud or subrogation opportunities. The role requires frequent communication with insureds, claimants, agents, and internal teams, along with strong organizational, technology, and customer service skills.
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
