Senior Product, Systems Specialist

What’s Under the Hood Drive Time  Family of Brands includes Silver Rock, which provides quality warranty and ancillary products, and a customer-friendly claims process. Silver Rock offers a variety of ancillary products and administrative services encompassing everything from GAP coverage to vehicle theft and GPS tracking to dealership fleet management. Our ancillary product expertise is proven with over 1 million service contracts, products, and warranties, and over $300 million in claims.

That’s Nice, But What’s the Job?

In short, as a Senior Product, Systems Specialist you will own complex operational and system issues from intake through permanent resolution while serving as a subject matter expert across a multi-platform ecosystem. This role goes beyond ticket execution—you will lead incident response, partner cross‑functionally and with vendors, and drive process and system improvements that increase team throughput and  long, as the Senior Product, Systems Specialist, you will be responsible for:

Owning high‑impact, complex support issues end‑to‑end, from intake through full and permanent resolution

Acting as an escalation point for complex, ambiguous, or high‑risk tickets

Driving root‑cause analysis and implementing preventative fixes rather than short‑term workarounds

Managing multiple concurrent priorities in a fast‑paced, high‑volume environment

Serve as first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms

Investigating issues across multiple business systems to identify root causes and cross‑system dependencies

Configuring and optimizing platforms to resolve problems and improve workflows

Supporting system releases, configuration changes, and feature rollouts

Leading triage and resolution of critical operational incidents

Partnering directly with vendors during escalations and driving issues to closure

Communicating status, risks, and timelines clearly to stakeholders across the business

Identifying workflow gaps and proposing or implementing scalable process improvements

Increasing team throughput, efficiency, and documentation quality

Building and maintaining knowledge base content and repeatable solutions

Contributing to operational best practices and support standards

Influencing cross‑functional stakeholders and setting clear expectations

So What Kind of Folks Are We Looking For?

People who demonstrate strong ownership and can operate independently without waiting for direction

Curious problem‑solvers who are comfortable navigating ambiguity and complex systems

Professionals who can influence stakeholders and drive work across teams and vendors

Clear communicators who set expectations well and translate complex issues for varied audiences

Process‑minded operators who look for ways to improve how work gets done Natural mentors who enjoy supporting teammates and raising the bar for the team

Calm, resilient individuals who perform well during incidents and high‑pressure situations

The Specifics3+ years of experience in operations, product support, systems support, or similar roles

Bachelor’s degree in Business, IT, or a related field (or equivalent practical experience)
Demonstrated ownership of complex tickets, incidents, or operational workflows

Experience working across multiple business systems and tools

Hands‑on experience with ticketing systems such as Jira, Zendesk, or Service Now Strong  understanding of troubleshooting concepts, web applications, and data flow Proven ability to manage multiple projects and competing deadlines

Nice to Have Experience working directly with vendors on system or product escalations

SQL or data query experience

So What About the Perks? Perks matter

We take a hybrid work approach, finding balance between the benefits of in-person and work-from-home environments. This position has an on-site expectation of a minimum of three days a week.

Medical, dental, and vision, oh my! Drive Time Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.

But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a…