Sony Interactive Entertainment is seeking a Technology Experience Domain Specialist - Studio Production to join the PlayStation team. In this role, you will act as a Tier 2 subject matter expert, providing deep support and knowledge for critical production workflows, tools, and services. Your work will directly enhance the user experience for our global production teams.
What You’ll Do
- Act as an internal handoff path for new, complex bugs and issues requiring extensive domain-specific research.
- Provide training, documentation, and coaching for Tier 1 Support Specialists and new hires.
- Resolve escalated support issues that Tier 1 cannot solve, performing further escalations to Engineering when necessary.
- Organize and articulate user experience learnings within your domain to peers, Productivity Specialists, and partners.
- Curate and manage the Ntech Jira backlog for your specified domain.
- Incorporate feedback from Jira tickets and stakeholder interactions.
- Collaborate with Productivity Specialists on data and insights of user friction to prioritize product enhancements.
- Apply domain knowledge to support Ntech projects and initiatives.
- Create, manage, and measure the effectiveness of domain-specific content within the Help Center.
- Support the general support ticket queue during periods of low staffing or high volume.
- Serve as the subject matter expert and point of contact for escalating critical production planning blockers.
- Partner with Workforce Productivity Specialists to analyze support trends and advocate for product improvements.
- Analyze quarterly support findings to identify patterns and recommend improvements to production planning applications.
- Participate in product feature testing, bug bashes, and supportability reviews for new production planning tools.
- Cultivate training resources and facilitate upskill sessions for newly joining specialists in the Production Planning Pod.
- Contribute to knowledge base articles on workarounds and production workflows.
- Master the interconnections between various production systems and their impact on the production lifecycle.
- Collaborate with global production teams to resolve technical issues affecting schedules and deliverables.
- Maintain awareness and communication of upcoming application releases and migrations.
- Participate in regular Production Planning Pod and stakeholder meetings.
- Refine understanding of production data structures to troubleshoot user access and data visibility issues.
- Stay informed about the production technology ecosystem, including upcoming integrations and migrations.
- Maintain relationships with key stakeholders across Production Solutions, CBPS, Studio Production Engineering, and other partner teams.
- Support Technology Experience Specialists across different support phases with varying levels of proficiency.
What We’re Looking For
- Ability to step in and perform the duties of a Technology Experience Specialist for business-critical support.
- Familiarity with creating and sharing domain-specific information through documentation and education.
- Proven ability to assess and leverage data to determine impactful knowledge and self-service resources that improve user experience.
- Ability to analyze support metadata to identify trends and drive product and operational improvements.
- Demonstrated organization and adaptability as technology and strategy evolve.
Team & Environment
Part of the Ntech: Technology Experience team. You will collaborate closely with Productivity Specialists, Engineering, and global production teams.
Benefits & Compensation
- Salary range: $100,000 - $200,000
- Equity compensation in the form of stock options.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
