Production Support Engineer-Associate

About this role

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.

Key Responsibilities:

Production Support & Operations

• 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

Reliability & Continuous Improvement

• 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

Operational Excellence

• 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

Project & Stakeholder Management

• 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

Required Qualifications:

• 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

Preferred Qualifications

• 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

Special Note: This role requires mandatory 7:00am PST coverage to ensure operational overlap with our EMEA and APAC regions. On Fridays begin at 9 AM to 5PM

Our benefits
To help you stay energized engaged and inspired we offer a wide range of benefits including a strong retirement plan tuition reimbursement comprehensive healthcare support for working parents and Flexible Time Off (FTO) so you can relax recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock we are all connected by one mission: to help more and more people experience financial well-being.  Our clients and the people they serve are saving for retirement paying for their children’s educations buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed valued and supported with networks benefits and development opportunities to help them thrive.

For additional information on BlackRock please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees and we evaluate qualified applicants without regard to race creed color national origin sex (including pregnancy and gender identity/expression) sexual orientation age ancestry physical or mental disability marital status political affiliation religion citizenship status genetic information veteran status or any other basis protected under applicable federal state or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process please email [email protected]. All requests are treated in line with our privacy policy.

What We Do

As the world’s largest asset manager BlackRock partners with investors around the globe to help them (and those on whose behalf they invest) plan for life’s most important goals – like retirement home ownership and their children’s education. Our clients range from governments foundations and other large institutions to those investing on behalf of individuals including firefighters nurses teachers and factory workers. BlackRock was founded with the idea of creating a better asset management firm — one that was purpose-driven focused on clients and risk management and propelled by data and technology. Our breakthrough Aladdin® platform is BlackRock’s technological backbone helping investors see and manage their whole portfolios in one place – from constructing investments to monitoring risk and executing trades. Used by hundreds of external institutions around the world Aladdin combines powerful analytics and a common language to help investment teams make faster more informed decisions across public and private markets. It’s a key part of our business and one of the reasons we’re trusted to manage more assets than any other investment manager today. At BlackRock we challenge conventions and raise the bar for what’s possible. We harness technology to unlock new solutions simplify complexity and deliver investment strategies that meet people where they are. Whether it’s retirement planning wealth building or navigating market shifts we’re here to help clients invest more easily more affordably and with more choice as we chart a path toward financial well-being together. Learn more: Careers.BlackRock.com

Why Work With Us

Without our people technology is irrelevant. When we combine the power of people with the power of technology we amplify our ability to create better outcomes for our employees clients shareholders and society alike.

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