Technical Production Support Specialist

Holland, OH

Onsite presence required for training and onboarding and will transition to hybrid after 60-day orientation period.

Must be able to work a rotational, off-hours schedule that includes nights, weekends, and holidays.

Midwest Tape | Hoopla

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion.

Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audiobooks, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital.

Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are.

We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

Position Summary:

The Technical Production Support Specialist is responsible for monitoring, triaging, and supporting production systems to ensure availability, stability, and timely incident response. This role focuses on real-time system observation, alert handling, and execution of established operational procedures using defined tooling and runbooks. The specialist acts as a frontline support function within the QA and Production Support organization and participates in a rotational off hours monitoring schedule.

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

Production Monitoring and Alert Management

• Monitor production systems and services using Datadog dashboards, alerts, and monitors.
• Review AWS application logs and CloudWatch data to identify errors, anomalies, and performance degradation.
• Monitor Slack alert channels and incident notifications in real time.
• Acknowledge and respond to alerts according to defined SLAs and operational guidelines.
  
  
  

Incident Triage and Escalation

• Perform initial incident assessment to determine scope, severity, and customer impact.
• Execute documented runbooks and standard operating procedures.
• Escalate issues to engineering or platform teams using established escalation paths.
• Provide clear, accurate status updates during incidents and shift transitions.
  
  
  

Operational Support and Validation

• Conduct basic troubleshooting using monitoring tools, dashboards, and logs.
• Validate system recovery and confirm alert resolution after incidents.
• Document incidents, actions taken, and outcomes in ticketing or incident tracking systems.
• Support post-incident documentation and follow-up activities.
  
  
  

Process Adherence and Continuous Improvement

• Adhere to defined production support processes, monitoring standards, and escalation protocols.
• Identify recurring issues, alert noise, and monitoring gaps.
• Provide feedback to QA, engineering, and platform teams to improve alert quality and operational readiness.
• Contribute to the maintenance and improvement of runbooks and support documentation.
  
  
  

On-Call and Coverage Expectations

• Provide off-hours monitoring support on a rotating schedule for nights, weekends, and holidays.
• Ensure effective shift handoffs to maintain continuity of production monitoring.
  
  
  

Other responsibilities:

• Perform a wide range of testing, including functional, regression, integration, smoke, and user acceptance testing (UAT).
• Make recommendations to improve user experience of website and mobile applications.
  
  
  

Skills:

• Strong attention to detail and situational awareness.
• Ability to follow documented procedures consistently and accurately.
• Clear written and verbal communication skills.
• Demonstrated proficiency using AI tools to enhance workflow efficiency.
• Ability to remain calm and effective during time-sensitive production issues.
• Willingness and ability to work in a rotational off hours monitoring and support schedule.
• Familiarity with AWS logs, CloudWatch, and basic log analysis.
• Experience monitoring production systems in a cloud-based environment, preferably AWS.
• Hands-on experience with Datadog or similar observability and monitoring tools.
• Experience using Slack or similar collaboration tools for alerting and incident communication.
  
  
  

Preferred Experience:

• 1 to 4 years of experience in QA, production support, application support, operations, or technical support roles.
• Experience supporting customer-facing or business-critical systems.
  
  
  

Preferred Education Requirements:

• Bachelor’s degree in computer science or related area, or equivalent experience.
  
  
  

Physical Requirements / Work Environment:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly sit for extended periods of time.
• Perform repetitive motion-type tasks.
• Must be physically present for meetings, presentations, and training.
• Ability to work on-site in a team environment.
• Off hours schedule, nights, weekends, and holidays.
  
  
  

Benefits:

• Medical, dental, & vision insurance
• 401k match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus
• Paid time to volunteer
• Training & career development opportunities
  
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are currently unable to sponsor employment visas. All candidates must have authorization to work in the U.S. without current or future sponsorship.