Cafairplan

Production Support Coordinator (Remote)

Los Angeles, California, Remote

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Seniority: Mid level
Country: US
Work mode: Remote-friendly
First seen by hirly: 9 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

POSITION SUMMARY
The Production Support Coordinator (PSC) executes the day-to-day administrative functions for the Production Support department. The PSC is responsible for the coordination and execution of production support sprint work - including the timely intake, triage, prioritization, communication, escalation, and resolution of production break/fix tickets affecting Policy, Billing, Claims, Broker Relations, and Operations.

The PSC also serves as the administrative point of contact among business stakeholders, internal technology teams, Duck Creek Technologies, and other vendor partners. The PSC will coordinate and lead sprint scrum meetings as directed by the Production Support Manager.

PRINCIPAL DUTIES & RESPONSIBILITIES

Assist in executing the daily production support operation across Policy, Billing, Claims, Broker Relations, and Operations

Collaborate with vendor partners to oversee ticket intake, validation, classification, prioritization, assignment, escalation, resolution, and closure

Ensure priority and severity reflect business impact, customer impact, regulatory exposure, financial risk, and operational urgency

Facilitate daily queue reviews and ensure aging, stalled, reopened, and high-impact tickets receive appropriate attention

Enforce ADO standards for required fields, categorization, severity, business impact, ownership, status, notes, attachments, acceptance evidence, and closure codes

Review and update dashboards and reports to provide a transparent view of ticket volume, backlog, aging, service levels, resolution time, reopen rate, recurring issues, and work by business area

EDUCATION AND EXPERIENCE

Bachelor's degree in information technology, business, insurance, or a related field, or an equivalent combination of education and relevant experience

1 to 3 years of experience in application support, production support, service delivery, or insurance technology

Experience supporting business-critical applications in a structured ticket-management environment

Strong written and verbal communication skills, including the ability to communicate effectively with both business leaders and technical teams

Experience supporting policy, billing, and claims processes within a property and casualty insurance carrier preferred

Hands-on experience using Microsoft Azure DevOps Boards for ticket workflow, dashboards, queries, reporting, and backlog management

Original posting on Cafairplan's site ↗

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