Senior Production Support Engineer

Bloom Credit is seeking a Senior Production Support Engineer to join its Engineering team, and establish a Production Engineering function for our innovative B2B consumer-focused and developer-friendly financial service platform. This will be Bloom’s first dedicated production support engineering role, and will immediately take ownership of existing incident response lifecycle and tools. This individual must be capable of simultaneously progressing a medium-to-long-term vision, and delivering tactical improvements that impact quality today.

Although not a first-responder role, the Production Support Engineer will be responsible for ensuring the appropriate incident response infrastructure, monitoring, and training is in place for Bloom’s product teams to be effective. This role will provide support during a major incident helping with external-facing communication, monitoring to ensure incident-response SLAs are met, and (if necessary) coordinating with external vendors whose components contributed to the incident. They will be responsible for determining, monitoring, and reporting on key incident response metrics that help Bloom measure the program as a whole.

Additionally this role will be the primary first-point of contact for Bloom’s client-facing Operations staff, assisting with semi-automated onboarding, offboarding, and support tasks (e.g. resetting a sandbox environment). The Production Support Engineer must be capable of identifying recurring support requests and developing automation scripts to minimize repetitive human tasks wherever possible. As appropriate, they will work with product managers and engineers from the product feature teams to advocate for features and changes that will result in reduced support overhead.

The ideal candidate is a self-starter who is invested in Bloom’s mission and product. This person is excited by the challenge of designing and implementing incident response and technical support processes for an organization, has a builder's mindset, and is not afraid to get their hands dirty with automations and scripts. They are a relentless problem-solver who makes the entire engineering organization better.

Responsibilities:

• Work with product feature teams to ensure appropriate monitors are in place for production systems and applications to ensure high availability and performance.
• Assist responders as needed with incidents and alerts, helping to diagnose and resolve issues in a timely manner.
• Collaborate with development and operations teams to implement fixes and improvements.
• Ensure root cause analysis is performed for critical incidents and track implementation of preventive measures.
• Automate repetitive tasks using scripting languages to improve efficiency and reduce manual work.
• Maintain documentation of production support procedures, incidents, and resolutions.
• Own the incident response and production support toolsets and processes. Measure and report on their effectiveness on a regular cadence.

Qualifications:

• Programming fundamentals from a Computer Science degree program or software engineering bootcamp.
• 3+ years of experience in a production support or similar role.
• Proficiency in using production support tools such as Datadog, Pagerduty, etc.
• Strong understanding of incident management processes and best practices.
• Experience with scripting languages (e.g., Python, Bash) to automate tasks and improve efficiency.
• Familiarity with creating AI prompts and using agentic tools to assist with incident and support tasks.
• Excellent troubleshooting skills with a strong attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Strong communication skills to collaborate with cross-functional teams and provide clear updates to stakeholders.
• Adaptability: Ability to thrive in a startup environment.