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

For SF4-San Francisco - 400 Howard Street Only the salary range for this position is USD$132,500.00 - USD$162,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

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.

We recruit, hire, train, promote, pay, and administer all personnel actions without regard to race, color, religion, sex (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), sex stereotyping (including assumptions about a person’s appearance or behavior, gender roles, gender expression, or gender identity), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law. We interpret these protected statuses broadly to include both the actual status and also any perceptions and assumptions made regarding these statuses.BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.