Production Support Manager – Annuity Administration System Job Summary The Production Support Manager leads the technical resolution of customer support tickets for our annuity administration platform. This role requires hands-on technical expertise to investigate complex customer data issues, perform SQL analysis, and troubleshoot API integrations while managing a team that handles customer inquiries, data discrepancies, and business process issues. Main Accountabilities Customer Support Ticket Management ● Oversee resolution of complex customer support tickets involving data discrepancies, transaction issues, and system functionality ● Perform advanced SQL queries to investigate customer data, transaction histories, and system state ● Troubleshoot API integration issues affecting customer data flow and third-party connections Technical Customer Issue Resolution ● Use DataDog logs and monitoring to trace customer transaction flows and identify data processing issues ● Analyze REST/GraphQL API responses to diagnose customer-facing problems ● Investigate database data integrity issues affecting customer accounts Team Leadership ● Lead and mentor customer support analysts on technical troubleshooting techniques ● Train team on SQL query writing for customer data analysis and issue investigation ● Develop technical documentation / run books for common customer issue resolution patterns Customer Data Analysis ● Write complex SQL queries to investigate customer issues and transaction issues ● Analyze customer data flows through APIs to identify processing bottlenecks or failures ● Use logging tools (DataDog) to trace customer issues and identify failure points Cross-functional Collaboration ● Work with development teams to resolve customer-impacting bugs and data issues ● Coordinate with business teams to understand customer requirements and system behavior ● Escalate systemic issues to SRE team when infrastructure-level intervention is needed Required Technical Skills Database & Data Analysis ● Advanced SQL proficiency for customer data investigation and reporting ● Experience querying annuity-specific data (policies, transactions, beneficiaries, payments) ● Ability to write complex queries to trace customer transaction histories and identify data anomalies API Troubleshooting ● Experience debugging REST API calls for customer data retrieval and updates ● Knowledge of GraphQL for flexible customer data queries and investigation ● Ability to trace API integration issues affecting customer experience Monitoring & Logging ● Proficiency with DataDog for tracing customer transaction flows and identifying errors ● Experience using logs to investigate customer-reported issues and system behavior ● Knowledge of application performance monitoring for customer-facing functionality Customer Support Tools ● Experience with ticketing systems (ServiceNow, Zendesk) for managing customer issues ● Knowledge of CRM integration and customer data management ● Familiarity with support metrics and customer satisfaction tracking Qualifications Experience ● 7+ years in technical customer support or application support roles ● 3+ years managing customer support teams with technical troubleshooting focus ● Experience with financial services customer support and regulatory requirements Nice to Have Domain Knowledge ● Strong understanding of annuity products, transactions, and customer lifecycle ● Experience with DTCC integrations and regulatory reporting affecting customers ● Knowledge of financial services compliance and customer data protection Success Metrics • Achieve 95%+ customer satisfaction scores for technical issue resolution • Reduce average ticket resolution time by 30% through improved technical processes • Maintain
