{"id":3123913,"url":"https://alion.io/job/sinclair-senior-product-support-specialist-2","title":"Senior Product Support Specialist","company":{"id":4413705,"name":"Sinclair","domain":"sinclairinc.com","url":"https://alion.io/company/sinclair-4","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":80,"open_postings":39,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":3,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seattle, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":130000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":461},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":".NET","optional":true},{"name":"C#","optional":true},{"name":"Confluence","optional":true},{"name":"JavaScript","optional":true},{"name":"Jira","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-22T22:04:06Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T09:11:07Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Sinclair Digital is hiring a Senior Product Support Specialist! Join Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company in the country. We’re at the forefront of transforming how local news and television are produced, distributed, and consumed across multiple platforms. This position is based in Seattle, WA.\nOur Product Support Specialists play a crucial role in providing technical support for our Content Management System and our News station’s websites and mobile apps. They are responsible for conducting administrative-level tasks such as creating new users, diagnosing and resolving technical issues, providing guidance to users, escalating issues to our software development team, and working closely with our software engineers to ensure that requests are prioritized and handled properly.\nAs a Senior Product Support Specialist, you are expected to be expert-level at the position, lead complex troubleshooting efforts, and provide mentorship to the other team members. You will also be responsible for maintaining our knowledge base and ensuring that it is up-to-date and accurate. You will identify opportunities for continuous learning for the team and help coordinate those activities. You will serve as a point of escalation when additional expertise is required, or when a customer requires additional TLC.\nResponsibilities:\nTechnical Expertise: Provide advanced technical support to internal users of our CMS software application via phone, email and ticketing system. \nLead troubleshooting efforts for user-reported issues, diagnose root causes, and identify comprehensive solutions. \nResearch and resolve technical problems using internal knowledge bases and collaborating with developers. \n\nMentorship and Leadership:Mentor and guide junior support team members, fostering their professional development. \nConduct training sessions and share best practices with the support team. \nAudit support tickets for issues and address them as needed. \n\n Documentation and Knowledge Management:Document solutions and frequently asked questions (FAQs) to build a robust internal knowledge base. \nMaintain up-to-date knowledge of our systems through ongoing training and keeping abreast of new features and updates. \n\nUser Assistance:Provide clear and concise instructions to users with varying levels of technical expertise. \nMeet or exceed the Service Level Agreements for time to respond and time to resolve. \n\nManage Escalated Issues: Escalate issues that require software development level support. Generate tickets with thorough detail on what is required, the priority of the issue, and include thorough steps for issue recreation. \nAttend daily standup meetings with Engineering and provide feedback on new items to triage. \nTest and validate bug fixes. \n\nOn-Call Duties: Take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis. \nSupport the front-line Product Support Specialist on-call with issues that require senior-level expertise. \n\nQualifications:\nAt least 5 years of progressive experience in a technical support role with software-related products. 2 or more of those years as a Tier 2/3, Senior, or Lead-level support. \nStrong understanding of web technologies and content management systems. \nExcellent problem-solving and analytical skills. \nOutstanding communication and interpersonal skills. \nAbility to work independently and as part of a team. \nFamiliarity with ticketing systems and support tools. \nUnderstanding of the Software Development Lifecycle. \nPreferred Qualifications:\nExperience supporting software used in the media or news industry. \nExperience with video technologies. \nKnowledge of web development languages such as HTML, CSS and JavaScript. \nUnderstanding of database management systems. \nExperience with tools including Jira, Confluence, Slack, Google Analytics. \nProduct Management experience. \nManagement experience. \nSoftware testing experience. \nAttributes:\nPositive Attitude Patient and empathetic \nEnthusiastic and helpful \nTeam player \n\nGood Communicator Active listener \nProfessional demeanor \n\nProblem-Solving Skills Analytical and methodical \nResourceful \nDetail-oriented \nCommitment to continuous learning \n\nAdaptable \nGood time management skills \nStrong work ethic \nNatural leader who inspires and motivates others \nThe hourly compensation range for this role is $32.69 to $40.86. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.\nPlease note that this position is not eligible for visa sponsorship, including employer sponsorship for an H-1B visa, OPT-STEM employment, etc.\nSinclair is proud to be an equal opportunity employer and a drug free workplace. Employment practices will not be influenced or affected by virtue of an applicant's or employee's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, military or veteran status or any other characteristic protected by law.\nAbout Sinclair\nSinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 177 television stations in 79 markets affiliated with all major broadcast networks; owns Tennis Channel, the premium destination for tennis enthusiasts; and multicast networks CHARGE, Comet, ROAR and The Nest. Sinclair’s AMP Media produces a growing portfolio of digital content and original podcasts. Additional information about Sinclair can be found at www.sbgi.net.\nAbout the Team\nThe life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open-door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let’s talk.","description_format":"text","description_chars":6329,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Parental leave","Professional development","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-23T01:32:28Z"}],"visa":[],"liveness":{"score":44,"band":"fade","label":"Fading","p_open":1,"p_active":0.591,"p_room":0.75,"age_days":2,"expected_fill_days":3,"reasons":["conf:9","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/sinclair-senior-product-support-specialist-2","json_url":"https://alion.io/job/sinclair-senior-product-support-specialist-2.json","meta":{"generated_at":"2026-10-25T11:07:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15986,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4413705},"rest":"https://alion.io/mcp/rest/get_company?id=4413705"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsinclair-senior-product-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsinclair-senior-product-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsinclair-senior-product-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sinclair-senior-product-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsinclair-senior-product-support-specialist-2"}]}