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.

What you will do…

• Develop deep working expertise in Ancestry's custom imaging systems, internal tools, and production workflows through hands-on use, investigation, and team partnership.

• Own tier 2 support for production-impacting issues from intake to resolution, including non-standard and high-complexity scenarios — diagnosing root causes across hardware, software, proprietary systems, and cloud tools rather than applying surface-level fixes.

• Independently investigate unfamiliar problems by reading logs, tracing data through systems, querying databases, and forming hypotheses before escalating.

• Execute production work — including image imports, content prep tasks, and hands-on operation of imaging systems — to support throughput and build the system fluency that effective support requires.

• Partner with development to investigate defects, reproduce issues, prioritize fixes, and drive enhancements through completion.

• Monitor production workflows and coordinate issue resolution across Scanning, Content Prep, Imaging, Data Operations, and Quality teams to maintain continuity and SLA adherence across domestic and international operations.

• Identify workflow bottlenecks, assess risk, and proactively escalate to minimize operational impact.

• Support vendor and remote site scan operations through technical guidance and troubleshooting.

• Track and complete operational initiatives and small-to-medium projects, ensuring accountability and timely delivery.

• Maintain clear, current documentation of workflows, known issues, and resolution patterns to support onboarding and scalability.

• Translate technical challenges into clear, actionable insights for both technical and non-technical audiences.

• Identify opportunities to improve processes and support scalable operations.

• Perform additional duties and special projects as assigned by the Content Production Manager.

Who you are…

• 2–4 years of relevant experience in operations support, technical support, or production environments.
• Independently master unfamiliar or undocumented proprietary systems—analyze logs, trace workflows, experiment in controlled ways, construct mental models of system behaviors.
• Strong troubleshooting skills across hardware, software, and multi-system workflows, with a focus on root cause analysis.
• Utilize ticketing systems (Workfront, Jira, ServiceNow, or similar) in production environments.
• Perform Windows hardware tasks, such as swapping peripherals, storage drives, and configuring systems.
• Partner with engineering teams to investigate, reproduce, and resolve defects.
• Prioritize and manage multiple tasks in a fast-paced, production-driven environment.
• Coordinate projects and apply project management principles.
• Solve problems with a solutions-oriented, ownership-driven mindset.
• Communicate effectively and collaborate across functions.

Preferred Qualifications

• Working knowledge of SQL or database queries for investigating data issues.

• Familiarity with APIs, system integrations, or basic scripting (Python, shell, etc.) for automating investigation or validation.

• Experience with cloud-based systems or services (AWS, GCP, Azure).

• Experience working with distributed or vendor-based teams.

• Background in digitization, imaging (photography), or content production workflows.

• Knowledge of hardware systems (scanners, imaging equipment).

• Prior experience ramping on proprietary or heavily customized software stacks.

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: $20.90-26.13 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.