Oportun

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a mission-driven fintech that puts its 2.0 million members' financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $16.6 billion in responsible and affordable credit, saved its members more than $2.4 billion in interest and fees, and helped its members save an average of more than $1,800 annually. Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.

WORKING AT OPORTUN

Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.

POSITION SUMMARY

We are looking for a proactive and skilled Production Support Engineer to join our team. This role is responsible for ensuring the stability, availability, and reliability of our production systems, swiftly responding to incidents, and working closely with cross-functional teams to address and resolve technical issues.

The ideal candidate will excel at diagnosing and troubleshooting complex issues, collaborating with product and engineering teams, and documenting solutions in alignment with our incident and change management processes. They will also be instrumental in enhancing support efficiency by automating routine tasks, maintaining monitoring systems, and meeting or exceeding SLA commitments.

Key responsibilities include verifying and reproducing incidents in non-production environments, overseeing root cause investigations, and maintaining comprehensive knowledge bases and support tools. This role is ideal for someone who is detail-oriented, able to work under tight deadlines, and committed to continuous service improvement to minimize downtime and optimize operational performance.

If you are passionate about delivering high-quality production support and improving system reliability, we’d love to have you on our team.

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.

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.

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

California applicants can find a copy of Oportun's CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/.

We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).

Originally posted on Himalayas