Production Support Engineer-Associate

BlackRock • San Francisco, CA

17d • Hybrid

About The Position

We are seeking an Application Production Support Engineer to support and operate critical developer platform services. This role is operations and support focused and is not a software development position. The successful candidate will play a key role in ensuring platform stability, rapid incident resolution, and continuous improvement of our support and operational processes.

Requirements

• 4–5+ years of experience in Production Support, Application Support, DevOps Support, or Platform Operations within a large-scale enterprise environment
• Strong troubleshooting experience across distributed systems and multi-tier applications
• Hands-on experience supporting CI/CD platforms (e.g., Jenkins, GitHub Actions, Azure DevOps or similar)
• Experience with artifact repositories and container registries (e.g., JFrog Artifactory, Azure Container Registry (ACR) or similar)
• Solid understanding of build and release processes across Java, .NET, or containerized workloads
• Proficiency in Linux environments and command-line troubleshooting
• Scripting ability in Python, Bash, or PowerShell to drive automation and operational efficiency
• Experience working in cloud environments (Azure preferred)
• Familiarity with monitoring and observability tools (e.g., Splunk, , Prometheus, Grafana, etc.)
• Experience with incident management practices, root cause analysis, and post-incident reviews
• Strong documentation skills with the ability to formalize and standardize operational processes

Nice To Haves

• Experience driving automation or reliability improvements in a production support or SRE‑adjacent role
• Familiarity with observability tools, monitoring, and incident management practices
• Experience coordinating cross‑team initiatives or owning operational improvement projects
• Background in structured support models, service management, or platform operations

Responsibilities

• Provide day‑to‑day production support for core developer platform services, including artifact management, CI/CD tooling, build systems, and release pipelines
• Triage, troubleshoot, and resolve platform incidents and service degradation in partnership with engineering teams
• Act as a point of escalation for complex platform issues, ensuring timely resolution and clear communication to stakeholders
• Participate in on‑call or support rotations as required
• Analyze recurring incidents and operational pain points to identify underlying reliability gaps
• Drive proactive improvements in automation, monitoring, alerting, and observability to reduce manual effort and incident volume
• Contribute to post‑incident reviews and root cause analysis, ensuring learnings are captured and actions are tracked to completion
• Formalize and standardize support processes, runbooks, and operating procedures across developer platform services
• Improve documentation quality and accessibility to enable faster issue resolution and self-service by engineering teams
• Design and implement structured support workflows, escalation paths, and service engagement models
• Own and deliver small operational initiatives end‑to-end, coordinating across platform, infrastructure, and engineering teams
• Partner closely with developers to understand usage patterns and operational requirements
• Contribute to improving overall operational maturity and service quality of the Developer Platform

Benefits

• employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits.
• Flexible Time Off (FTO)
• strong retirement plan
• tuition reimbursement
• comprehensive healthcare
• support for working parents

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed