Production Support Engineer

Summary

Join Oportun as a Production Support Engineer and ensure the stability and reliability of our production systems. You will swiftly respond to incidents, collaborate with cross-functional teams, and resolve technical issues. The ideal candidate will excel at diagnosing and troubleshooting complex problems, automating tasks, and maintaining monitoring systems. You will be responsible for verifying and reproducing incidents, overseeing root cause investigations, and maintaining knowledge bases. This role requires strong problem-solving skills, attention to detail, and a commitment to continuous service improvement. If you are passionate about high-quality production support and system reliability, we encourage you to apply.

Requirements

• BS in Computer Science or equivalent experience
• Proven troubleshooting skills with a strong ability to document problems and solutions clearly
• Basic experience with SQL query writing
• Foundational programming knowledge in Java, with the ability to understand and debug code
• Experience in log parsing, ideally with New Relic
• Familiarity with support incident management tools, such as ServiceNow
• Basic experience with development/bug tracking tools, preferably JIRA
• Understanding of API structures, MongoDB, web browsers, and mobile devices
• Knowledge of financial systems and terms, ideally related to loans or similar products
• Strong written and verbal communication skills in both Spanish and English

Responsibilities

• Respond promptly to incidents reported in the production environment, whether identified by internal teams, loan applicants, customers, or proactive monitoring
• Verify reproducibility of incidents in the non-production environment, documenting all relevant details in the incident tracking tool to assess appropriate solutions (e.g., user training, code fix, process or policy change) before escalating to product teams
• Collaborate closely with product teams (Developers, Quality Engineers, DevOps, Product Managers) to identify root causes and implement effective solutions
• Enhance support efficiency by automating complex, routine tasks, reducing manual intervention
• Evaluate and implement top-tier product support tools, including run books, monitoring systems, and knowledge bases, to streamline the support process
• Manage support issues end-to-end, taking ownership of major incident resolutions and overseeing application outages within your scope
• Address complex, critical issues, delivering solutions within SLAs and using cost/benefit analysis when necessary
• Adhere to industry-standard processes in incident, change, and problem management, aiming for continuous service improvement
• Coordinate with internal teams and external vendors to diagnose and resolve complex technical issues
• Establish and maintain robust monitoring for applications to proactively identify potential issues
• Meet and exceed SLAs by ensuring timely resolution of escalated incidents
• Participate in production support rotations, responding promptly to and resolving production issues as they arise
• Contribute actively to triages and root cause investigations for complex issues
• Resolve critical production outages within tight SLA deadlines, ensuring thorough root cause analysis and follow-up
• Proactively identify, escalate, and address post-implementation risks and issues, supporting long-term operational stability