What are the responsibilities and job description for the Junior Production Support Specialist position at Ninth Wave?
Ninth Wave, Inc.
Junior Production Support Specialist
Location: New York City Office
Role Overview
Ninth Wave is seeking an experienced Junior Product Support Specialist (JPSS) to join our Customer Success team. The JPSS would strengthen L2 support by acting as a bridge between L1 (Customer Success) and core development (L3). Their focus is on internal systems, logs, and platform health, which is where most technical escalations land. The JPSS would work in sync with the Technical Support Representatives (L1) and provides technical insights that can feed back into client-facing knowledge bases, helping the JTSR resolve similar issues in the future. This role will report to the Head of Core Platform.
Responsibilities
Ninth Wave is a permission-based SaaS platform that delivers secure data connectivity to financial institutions, offering configurable controls, visibility, and insights into all connections between aggregators, third-party apps, and internal applications. Ninth Wave empowers financial institutions, enabling secure data exchange in a holistic and scalable open finance ecosystem.
Junior Production Support Specialist
Location: New York City Office
Role Overview
Ninth Wave is seeking an experienced Junior Product Support Specialist (JPSS) to join our Customer Success team. The JPSS would strengthen L2 support by acting as a bridge between L1 (Customer Success) and core development (L3). Their focus is on internal systems, logs, and platform health, which is where most technical escalations land. The JPSS would work in sync with the Technical Support Representatives (L1) and provides technical insights that can feed back into client-facing knowledge bases, helping the JTSR resolve similar issues in the future. This role will report to the Head of Core Platform.
Responsibilities
- Investigate system-level issues like API errors, configuration failures, or performance bottlenecks flagged by L1.
- Monitor production health (Datadog, Elastic) to proactively identify and resolve issues before clients escalate them.
- Provide temporary workarounds and quick fixes while L3 (Development) works on long-term resolutions.
- Collaborate with Implementation teams to troubleshoot integration-specific or client-specific technical problems.
- Escalation Role: When root cause points to a code-level defect, JPSS would escalate to L3 with detailed incident reports, logs, and debugging evidence.
- A collaborative communicator who can align teams and stakeholders across the business.
- A self-starter who thrives in fast-paced, entrepreneurial environments.
- Data-driven and analytical, able to interpret results and optimize for performance.
- 1-2 years of production support
- Cloud expertise (AWS, multi-tenant SaaS)
- Experience collaborating cross functionally with DevOps, SRE, engineering, product operations teams
- Monitoring & observability tools (Datadog, Elastic, Grafana)
- Scripting (Bash, Python) & SQL for troubleshooting
- CI/CD familiarity (Jenkins, Git)
- Strong incident triage under pressure
- May require on-call duties for after-hours production incidents
- This role is hybrid/in-office and requires regular presence at our NYC headquarters
- Collaborate in-person with teams at our New York City office to drive initiatives
- Uptime & SLA compliance
- Mean time to recovery (MTTR)
- Smooth deployments & minimized incidents
Ninth Wave is a permission-based SaaS platform that delivers secure data connectivity to financial institutions, offering configurable controls, visibility, and insights into all connections between aggregators, third-party apps, and internal applications. Ninth Wave empowers financial institutions, enabling secure data exchange in a holistic and scalable open finance ecosystem.