Content Data Support Specialist

About Ancestry:

When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, connects everyone with their past so they can discover, preserve, and share their unique family stories. With our unparalleled collection of more than 65 billion records, over 3.5 million subscribers, and over 27 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving, and sharing the most important information about themselves and their families.
We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

The Content Data Support Specialist is essential for maintaining the integrity and momentum of our data production pipelines through support and production work. As a key problem-solver, you will be the first line of technical defense, responsible for diagnosing and resolving software issues, facilitating clear communication between teams, and ensuring production impacts are escalated effectively. Additionally, you will be expected to spend significant time completing production tasks.

• Develop and maintain a hands-on understanding of production workflows by completing operational tasks to assist with troubleshooting, testing, and direct support.

• Diagnose and resolve technical issues across a diverse technology stack, including proprietary software, third-party systems, and cloud services.

• Serve as the primary technical point of contact for internal teams and external vendors, providing timely and professional support.

• Investigate root causes of production defects by utilizing a deep understanding of back-end systems, databases, and APIs.

• Collaborate with development teams (internal and external) to accurately report, validate, and track system issues through to final resolution.

• Monitor production workflows to identify emerging trends or issues and escalate critical incidents according to established protocols.

• Document system behavior, troubleshooting steps, and issue resolutions within the team knowledge base to improve future response times.

• Perform other responsibilities as the Content Production Services Manager sees fit to support the health of the data pipeline.

• Technically Adept: You have a strong capacity for learning new software, hardware, and complex systems in a dynamic, fast-paced environment.

• Organized and Communicative: You possess excellent prioritization skills with the ability to manage multiple support tickets while interacting professionally with diverse teams.

• Proactive Problem-Solver: You have a self-motivated work ethic and the ability to work independently to identify and fix roadblocks.

• Detail-Oriented: You understand that small data discrepancies can have large downstream impacts and you strive for high integrity in your work.

• Technical Foundation: Familiarity with SQL queries or foundational software development concepts is highly advantageous.

• Education: Relevant college-level coursework in Computer Science, Information Technology, or a related field is preferred.

• Systems Knowledge: Experience working with APIs, cloud services, or proprietary database systems.

• Support Experience: Prior experience in a technical support, help desk, or production operations environment.

Helping people discover their story is at the heart of ours. Ancestry is the largest provider of family history and personal DNA testing, harnessing a powerful combination of information, science and technology to help people discover their family history and stories that were never possible before. Ancestry’s suite of products includes: AncestryDNA, AncestryProGenealogists, Fold3, Newspapers.com, Find a Grave, Archives.com, and Rootsweb. We offer excellent benefits and a competitive compensation package. For additional information, regarding our benefits and career information, please visit our website at http://ancestry.com/careers

As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity. We are pleased to share the base hourly range for this position: $16.51– $20.64 with eligibility for bonus, equity and comprehensive benefits including health, dental and vision. The actual salary will vary by geographic region and job experience. We will share detailed compensation data for a specific location during the recruiting process. Read more about our benefits HERE.

*Note: Disclosure as required by sb19-085(8-5-20) and sb1162(1-1-23)

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 candidates who live in San Francisco, CA, 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.