Content Support Specialist

  • Ancestry
  • Aug 30, 2021

Job Description

About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. Our talented team of scientists, engineers, genealogists, historians, and storytellers is dedicated to empowering customers around the world from all backgrounds on their journeys of personal discovery.

With more than 27+ billion digitized global historical records, 100 million family trees, and 18 million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives. Passionate about dedicating your work to enriching people’s lives? You belong at Ancestry.

Ancestry seeks a Support Specialist to join our Content team. A Content Support Specialist supports domestic and international production teams by resolving software and hardware issues. The Support Specialist monitors production, problem solves issues between teams, and escalates critical impacts as needed. Might have opportunities for overtime as needed.

What You'll Do

  • Troubleshoot technical issues with a range of hardware, services, software, and cloud infrastructure.
  • Provide support for Ancestry’s vendors, remote Ancestry sites, and internal teams.
  • Understand back-end systems, databases, and API calls and how to use them to identify the root cause of defects.
  • Work closely with internal and external development teams to collaborate and prioritize system issues.
  • Ability to communicate and professionally interact with a wide range of personnel and levels.
  • Provide 2nd level support for production needs, including highly complex or non-standard work.

  • Who You Are

  • Strong technical aptitude and willingness to learn.
  • Strong organization, prioritization, and communication skills.
  • Some college level courses in CS (preferred).
  • Basic knowledge of SQL, photography or imaging experience, or software development experience are all a plus.

  • #LI-JE1

    Additional Information:
    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.  For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.  

    Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.