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.

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 reliability.

• 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

• 3+ 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

• Hybrid work approach with an expectation of a minimum of three days on‑site per week
• Medical, dental, and vision coverage with significant company contribution to premiums
• 401(k) plan, company‑paid life insurance, and short and long‑term disability coverage
• Growth opportunities with a company that promotes employees frequently
• Tuition reimbursement for professional development
• Wellness program with coaching, journey plans, cash incentives, and discounts on medical premiums
• Competitive pay across the organization
• In‑house gym access
• Team celebrations and social events outside of work hours
• Smart‑casual dress code
• Paid time off including wellness days, holidays, and personal time; additional vacation for part‑timers based on hours worked

Drive Time is a drug‑free, tobacco‑free workplace and an Equal Opportunity Employer.