Senior Production Support Engineer - Bloom Credit

About the Role

Bloom Credit is seeking a Senior Production Support Engineer to join its Engineering team and establish a Production Engineering function for our B2B consumer-focused and developer-friendly financial service platform. This will be Bloom’s first dedicated production support engineering role, taking immediate ownership of our incident response lifecycle and tooling.

In this role, you will balance progressing a medium-to-long-term operational vision with delivering tactical improvements to system quality. While not strictly a first-responder role, you will be responsible for ensuring the appropriate incident response infrastructure, monitoring, and training are in place for Bloom’s product teams to operate effectively.

Key Responsibilities

• Incident Management & Tooling: Own the incident response and production support toolsets and processes. Measure, report on, and improve program effectiveness on a regular cadence.
• Monitoring & Observability: Collaborate with product feature teams to ensure appropriate monitors and alerts are in place across production systems to guarantee high availability and performance.
• Support & Troubleshooting: Assist responders with incidents and alerts to diagnose and resolve issues in a timely manner. Support major incidents by coordinating with external vendors, monitoring SLA adherence, and managing external communication.
• Root Cause Analysis: Ensure thorough RCA is conducted for critical incidents and track the execution of preventive measures.
• Automation & Scripting: Act as the primary technical escalation point for client-facing Operations staff. Identify recurring support requests and develop automation scripts to reduce manual overhead.
• Cross-Functional Collaboration: Partner with product managers and software engineers to advocate for architectural and feature changes that reduce support burden.
• Documentation: Maintain clear documentation of production support procedures, incidents, and resolutions.

Qualifications

• Programming fundamentals acquired through a Computer Science degree or software engineering bootcamp.
• 3+ years of experience in a production support, SRE, or similar engineering role.
• Proficiency with production support and observability tools such as Datadog and PagerDuty.
• Strong understanding of incident management processes and industry best practices.
• Practical experience using scripting languages (e.g., Python, Bash) to automate workflows and tasks.
• Familiarity with crafting AI prompts and using agentic tools to assist with incident response and support tasks.
• Exceptional troubleshooting skills, analytical problem-solving ability, and attention to detail.
• Strong communication skills to effectively collaborate with cross-functional teams and deliver updates to stakeholders.
• Adaptability and drive to thrive in a fast-paced startup environment.