Who We Are Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. 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 eleven 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 Do Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support. This role will be remote during the following shift: 8am-5pm PST What You'll Do - Ensures exceptional customer service for our customers - Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department. - Multiple platforms used for communication – Outlook, Microsoft Teams, Zendesk - Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary. - Responds to customer requests within the required SLA; provides follow up when needed - Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers. - May perform additional duties relating to specific First American applications as assigned. - May train / provide guidance to less experienced team members. What You'll Bring - Comprehensive knowledge of escrow transactions and client operating systems. - Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams) - Familiarity with supported production support software, environments, and methodology - Zendesk experience is preferred - Excellent communication, problem solving skills and telephone etiquette. - Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner. - Ability to organize multiple tasks simultaneously and streamline workflow management. - Detail oriented, error intolerant environment - High School diploma or equivalent - AA/AS degree preferred. - 2+ years of escrow related work - 2+ years customer service-related work Pay Range: $23.37 - $31.15 Hourly, Remote This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. ** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. ** First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act). First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

• Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures. • Defines the scope of work of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers. • Provides services across standard, specialized, or complex systems, and may take on roles involving project leadership, management, sponsorship, or participation. • Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse technical systems and processes. • Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation. • Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation. • Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints. • Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy. • Performs talent management responsibilities including recruitment, performance management, coaching and career development.

• Provide best in class Engineering remote support diagnoses for external and internal customers. • Responsible for implementing part or all the technical solution to the client, in accordance with an agreed technical design and following the Remote Technical Support processes. • Remote resolve technical issues from end user’s contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general. • Integration between different department in the company in order to provide End to End professional complete solution to the customers. • Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely. • Provide ongoing ideas on improvement in the field of remote Engineering. • Integrate technical knowledge and business understanding to create solutions for customer.

• Supporting international business operations to include special projects focused on business operations and process improvements. • Researching and reporting requirements to conduct business internationally. • Providing inputs to International Business and Risk Reviews, contract proposal activities and awards, and program readiness efforts. • Assisting with the development and maintenance of training materials • Analyzing data and developing metrics that support business development activities. • Developing processes, templates, and guides for use across functions and program teams. • Developing communications and content for distribution through Corporate Communications channels. • Drafting IBO announcements and country updates for publication on the IBO portal. • Supporting new country expansion efforts and contributing to the company’s knowledge base as global operations grow. • Maintaining ongoing operational data, including footprint metrics for proposals and IBO SharePoint portal content. • Assisting with the development of briefs for senior leadership. • Participating in readiness reviews, responding to IBO‑related questions, and supporting PM staff with IBO guidance and resources.