Product Systems Support Specialist

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.

In short, as a Product Systems Support 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 reliability.

In long, as the Product Systems Support 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

• 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

• 2+ 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

• Experience working directly with vendors on system or product escalations
• SQL or data query experience

• 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. Drive Time Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top‑tier healthcare coverage.
• 401(K), Company paid life insurance policy, short and long‑term disability coverage.
• Growth Opportunities. You grow, I grow, we…