Imaging Operations Support Specialist

Imaging Support Specialist

Provide technical support for the Imaging Operations pipeline, focusing on Ancestry's custom imaging systems.

• Develop deep working expertise in Ancestry's custom imaging systems, internal tools, and production workflows.
• Own tier 2 support for production-impacting issues from intake to resolution, diagnosing root causes across hardware, software, proprietary systems, and cloud tools.
• Investigate unfamiliar problems by reading logs, tracing data through systems, querying databases, and forming hypotheses before escalating.
• Execute production work including image imports, content preparation tasks, and hands‑on operation of imaging systems.
• Partner with development to investigate defects, reproduce issues, prioritize fixes, and drive enhancements through completion.
• Monitor production workflows and coordinate issue resolution across Scanning, Content Prep, Imaging, Data Operations, and Quality teams to maintain continuity and SLA adherence.
• Identify workflow bottlenecks, assess risk, and proactively escalate to minimize operational impact.
• Support vendor and remote site scan operations through technical guidance and troubleshooting.
• Track and complete operational initiatives and small‑to‑medium projects, ensuring accountability and timely delivery.
• Maintain clear, current documentation of workflows, known issues, and resolution patterns to support onboarding and scalability.
• Translate technical challenges into clear, actionable insights for both technical and non‑technical audiences.
• Identify opportunities to improve processes and support scalable operations.
• Perform additional duties and special projects as assigned by the Content Production Manager.

• 2–4 years of relevant experience in operations support, technical support, or production environments.
• Independent mastery of unfamiliar or undocumented proprietary systems—analyzing logs, tracing workflows, and constructing mental models of system behaviors.
• Strong troubleshooting skills across hardware, software, and multi‑system workflows with a focus on root cause analysis.
• Experience utilizing ticketing systems (Workfront, Jira, Service Now, or similar) in production environments.
• Hands‑on Windows hardware tasks such as swapping peripherals, storage drives, and configuring systems.
• Partnering with engineering teams to investigate, reproduce, and resolve defects.
• Prioritizing and managing multiple tasks in a fast‑paced, production‑driven environment.
• Coordinating projects and applying project management principles.
• Problem‑solving with a solutions‑oriented, ownership‑driven mindset.
• Effective communication and collaboration across functions.

• Working knowledge of SQL or database queries for investigating data issues.
• Familiarity with APIs, system integrations, or basic scripting (Python, shell, etc.) for automating investigation or validation.
• Experience with cloud‑based systems or services (AWS, GCP, Azure).
• Experience working with distributed or vendor‑based teams.
• Background in digitization, imaging (photography), or content production workflows.
• Knowledge of hardware systems (scanners, imaging equipment).
• Prior experience ramping on proprietary or heavily customized software stacks.

Base hourly rate: $20.90–$26.13, with eligibility for bonus, equity, and comprehensive benefits including health, dental, and vision. The actual salary will vary by geographic region and job experience.

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.

All job offers are contingent on a background check screen that complies with applicable law.