Oportun. Inc

Production Support Engineer

Req No.
2021-10778
Department
Engineering
Type
Regular Full-Time
Remote / WFH
Yes
Job Locations
MX-GUA-Leon

Department Overview

ABOUT TECHNOLOGY @ OPORTUN

Artificial Intelligence and a digital platform are essential to our ability to fulfill Oportun’s financially inclusive mission. The Technology team @ Oportun is dedicated to this mission which we enable by creating, delivering, and maintaining elegant, intuitive, and performant systems to support the needs of our customers and business partners.

Responsibilities

  • Quickly react to incidents reported in the Production environment by any number of sources (internal employees, loan applicants or customers, Production Support team proactive monitoring, etc)
  • Confirm possible incidents are reproducible in Non-Production environment and document as much detail as possible in incident tracking tool to determine what type of solution is needed (including but not limited to: user training, code fix, process change, policy change, etc) before requesting assistance from product teams
  • Collaborate with members of product teams (Developers, Quality Engineers, Dev Ops, Technical Product Managers, Business Product Managers) to determine root causes and solutions
  • Improve efficiency and quality of support by automating complex routine tasks.
  • Evaluate and Champion best of breed product support tools including run books, monitoring, and knowledge bases to aid in the application support process.
  • You will be involved in owning support issues end-to-end, including managing the resolution of major incidents and application outages for the applications within your remit.
  • Solve highly complex, ad-hoc application critical problems and determine the best solution within SLAs or around cost/benefit analysis
  • Follow industry standard processes and operational policies across incident, change, and problem management, with a view to perform continuous service improvement.
  • Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems.
  • Implement and maintain application monitoring
  • Meet and exceed SLAs for the resolution of escalated incidents
  • Take part in production support rotation, and responding and resolving production problems
  • Actively participate with complex triages and Root Cause Investigations
  • Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up
  • Proactive in identifying, escalating, and addressing post implementation issues and risks

Qualifications

  • 4+ years of hands-on application support experience
  • Strong history of troubleshooting skills and ability to clearly document problems and solutions
  • Significant experience writing SQL queries
  • Experience in a fast-paced start-up environment or a strong desire to be in one
  • Basic programming knowledge (understand, debug, Troubleshoot) in Java
  • Basic Shell Scripting or equivalent (Perl, Python)
  • Experience in parsing logs, preferably SumoLogic
  • Working Knowledge of APM tools such as New Relic, AppDynamics, etc
  • Experience in using a support incident management tool, preferably ServiceNow
  • Experience in using a development/bug tracking tool, preferably JIRA
  • Understanding of API structure, MongoDB, web browsers, mobile devices, etc.
  • Experience in UNIX/Linux operating system and tools
  • Understanding of financial systems and/or terms, preferably loans or similar products
  • BS in Computer Science or equivalent experience.
  • Strong written and verbal communication in Spanish and English. English speaking and writing is a MUST (at least 80%)

#LI-Remote

#IND

Company Overview

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States. Using A.I.-driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities. Since about half of our new customers come to Oportun without a FICO score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday and auto title lenders. In recognition of our responsibly designed products which help consumers build their credit history, Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.

 

With headquarters in California and a remote-first corporate culture, our 3,000+ team members work in Oportun locations and remotely throughout the United States, Mexico, and India.  Our global operations include our Mexico contact centers and administrative offices, our India technology development center, and our US corporate, technology, and retail operations.

 

We feel privileged to have been named a “Top Workplace” by the Bay Area News Group for three years running, one of Fast Company’s Most Innovative Companies in the World for 2020 and recognized as a TIME Magazine 2018 Genius Company for our impact in helping to reinvent the future of lending. For the last three consecutive years, we have been titled Top Workplace by the Bay Area News Group.

 

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 and our Diversity, Equity, Inclusion and Belonging Council.

 

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

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, caste, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

 

We encourage you to apply for this position even if you do not match all the qualifications listed for this position. At Oportun, we will consider all experience on a candidate’s application, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

 

We will also consider those with criminal histories consistent with the requirements of applicable laws in the locations where the role will be based such as the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance when hiring for roles in locations with such laws.

 

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process. Applicants in need of special assistance or accommodation during the application or interview process or in accessing our website may contact us by sending an email to talent@oportun.com. Please include your name and preferred method of contact in your email. Please also note that this email address is for requests for assistance only and not for the submission of applications or resumes, which will not be considered through this channel.

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