Who We AreJoin a team that puts its People First! As a member of the First American family of companies, First American Trust is a federal savings bank that has provided banking, wealth management, and trust solutions on a national, full-service basis for more than five decades. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. What We DoFirst American Trust is seeking a technical Product Support Analyst to join our team supporting Banking and Wealth Management applications and underlying technologies. In this role, you will work within a team to provide application and process support to internal customers and technology product teams. What You'll Do You will be an active participant in our continuous learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. In this hybrid remote role, you may be required to travel to our headquarters location. Support Banking and Wealth Management applications and their operating environments with a focus on stability, quality, and functionality to meet or exceed service level expectations. Perform incident and problem management activities including escalation and coordination with appropriate groups. Identify, assess, and communicate risks and impacts associated with incidents and problems. Provide timely response to and resolution of issues and communicate business impacts and status throughout the course of an incident. Suggest and contribute to system and process improvements which drive business value. Participate in identifying and implementing operational enhancements related to system or process stability and efficiencies. Contribute to the communication and delivery of support related metrics to key stakeholders. Provide operational and support related insights to Product Teams to aid in product related decisions. Participate in overnight and weekend escalated support on a rotational basis. Identify opportunities for cross-training offshore teammates to ensure adequate overnight support capabilities. Participate in cross-training and ongoing knowledge sharing with offshore teammates. Ensure essential procedures are followed and help with ongoing refinement of operating standards and processes. Maintain and develop all support related documentation. Partner with appropriate product teams to prioritize bug fixes, identify and implement alerting/monitoring enhancements and support tooling requirements. Participate in release and validation activities when additional support is needed from product teams. Exhibit critical thinking, sound judgement, comprehensive communication, and diplomacy skills to exchange complex information with both technical and non-technical stakeholders. Operate with a limited level of direct supervision while exercising independence of judgement and autonomy. What You'll Bring A team player attitude and willingness to learn. Excellent critical thinking skills Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand. Ability to plan and organize workload and coordinate activities with teammates. 5+ years exper