• Elicit and map requirements with requesting business areas and stakeholders • Document business rules and technical requirements clearly, concisely, and with version control • Create and maintain up-to-date functional and technical artifacts • Work alongside developers and testers throughout the entire lifecycle of deliverables • Support the Product Owner and Agile team in backlog prioritization and refinement • Perform functional validation of deliveries, proposing improvements and adjustments • Support the maintenance team in incident analysis and evolutionary improvements • Conduct root cause analysis and propose sustainable solutions • Participate in and facilitate Agile ceremonies (Daily, Planning, Review, Retrospective and Refinement) • Act as a facilitator between technical and business areas • Produce technical documentation for support (manuals, process flows and operational instructions) • Identify technical risks and bottlenecks, proposing continuous improvements • Maintain a clear history of requests (specifications, decisions, versions and evidence) • Ensure adherence to architecture, security and data governance guidelines

• Serve as a Tier 2 escalations point handling both basic and complex IT issues • Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services • Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication • Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications) • Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure • Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction • Perform root cause analysis to prevent recurring issues and improve overall service delivery • Escalate unresolved issues appropriately to senior engineers or third-party vendors • Document solutions clearly to contribute to shared knowledge resources

Bloom Credit is seeking a Senior Production Support Engineer to join its Engineering team, and establish a Production Engineering function for our innovative B2B consumer-focused and developer-friendly financial service platform. This will be Bloom’s first dedicated production support engineering role, and will immediately take ownership of existing incident response lifecycle and tools. This individual must be capable of simultaneously progressing a medium-to-long-term vision, and delivering tactical improvements that impact quality today. Although not a first-responder role, the Production Support Engineer will be responsible for ensuring the appropriate incident response infrastructure, monitoring, and training is in place for Bloom’s product teams to be effective. This role will provide support during a major incident helping with external-facing communication, monitoring to ensure incident-response SLAs are met, and (if necessary) coordinating with external vendors whose components contributed to the incident. They will be responsible for determining, monitoring, and reporting on key incident response metrics that help Bloom measure the program as a whole. Additionally this role will be the primary first-point of contact for Bloom’s client-facing Operations staff, assisting with semi-automated onboarding, offboarding, and support tasks (e.g. resetting a sandbox environment). The Production Support Engineer must be capable of identifying recurring support requests and developing automation scripts to minimize repetitive human tasks wherever possible. As appropriate, they will work with product managers and engineers from the product feature teams to advocate for features and changes that will result in reduced support overhead. The ideal candidate is a self-starter who is invested in Bloom’s mission and product. This person is excited by the challenge of designing and implementing incident response and technical support processes for an organization, has a builder's mindset, and is not afraid to get their hands dirty with automations and scripts. They are a relentless problem-solver who makes the entire engineering organization better. Responsibilities: Work with product feature teams to ensure appropriate monitors are in place for production systems and applications to ensure high availability and performance. Assist responders as needed with incidents and alerts, helping to diagnose and resolve issues in a timely manner. Collaborate with development and operations teams to implement fixes and improvements. Ensure root cause analysis is performed for critical incidents and track implementation of preventive measures. Automate repetitive tasks using scripting languages to improve efficiency and reduce manual work. Maintain documentation of production support procedures, incidents, and resolutions. Own the incident response and production support toolsets and processes. Measure and report on their effectiveness on a regular cadence. Qualifications:

• Serve as the primary technical point of contact for Qualtrics platform usage • Develop and maintain internal documentation and user guides • Provide timely and accurate support for user inquiries • Diagnose and resolve platform issues • Conduct thorough testing of surveys • Assist users with data export and visualization • Ensure compliance with organizational policies • Design and maintain integrations with external systems • Manage AI feature permissions within Qualtrics • Analyze open-ended responses using AI tools