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bolt · 1 day ago

Senior Customer Production Support Engineer

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $85K/yr

4+ years exp

Bolt is an insurtech company on a mission to revolutionize the insurance landscape by connecting people with the protection they need. The Senior Customer Production Support Engineer will ensure the stability and performance of production systems, manage incident and request processes, and mentor junior team members while maintaining SLA compliance.

Big DataFinanceInsuranceSaaS

H1B Sponsor Likely

Responsibilities

Manage incoming incidents and service requests using a priority matrix to ensure timely resolution based on business impact

Validate and triage issues, filtering out non-actionable requests before escalating to development teams

Act as a liaison between customers and technical teams, ensuring clear and efficient communication

Maintain SLA compliance during high or critical incidents, providing after-hours support when necessary

Conduct thorough investigations by reproducing and confirming reported issues in the bolt platform

Address requests proactively by attempting to resolve any identified problems independently before escalating to the development team

Draft and deliver accurate, timely notifications for incidents, outages, planned maintenance, and platform updates

Ensure consistent communication cadence during escalated incidents (every 30–60 minutes based on severity)

Maintain and update customer contact lists; submit requests for new contacts as needed

Document and track bugs using Splunk and Policy Viewer, providing detailed information for development teams

Monitor and update bug statuses, request progress updates, and ensure customers are informed through SysAid

Manage user lifecycle in Active Directory and CM, including account creation, role assignment, and deactivation

Handle password resets and credential updates for SysAid, Case Manager, Remote Desktop, and ADBX, ensuring accuracy and security

Prepare and deliver monthly uptime reports, detailing expected vs. actual system availability for key customers

Utilize Splunk to analyze logs and patterns on the platform or within Markets and promptly report any critical or high-impact issues requiring attention

Respond efficiently to NOC notifications when critical or high incidents are reported

Appropriately triage reported issues prior to escalating them to the development team

Assess the significance and urgency of matters affecting both the customer and the platform

Guide and support junior production support engineers, providing training on tools, processes, and best practices

Serve as the primary escalation point for complex or critical incidents, ensuring timely resolution and stakeholder communication

Identify gaps in incident management workflows and recommend enhancements to improve efficiency and reduce downtime

Partner with development, QA, and infrastructure teams to streamline issue resolution and improve system reliability

Maintain and update internal documentation, runbooks, and knowledge base articles to support team learning and consistency

Qualification

Incident ManagementSysAidActive DirectoryCloud-based EnvironmentsInsurance PlatformsMentoringCommunication SkillsProblem-solving SkillsDecision-making SkillsCollaboration Skills

Required

Minimum 4 years in production support or related technical roles

Experience with SysAid or similar ITSM tools

Understanding of Active Directory and user access management

Ability to mentor and coach team members

Strong decision-making skills under pressure

Familiarity with SLA-driven environments

Preferred

Experience with insurance platforms and third-party integrations (e.g., EZLynx, AMS, comparative raters)

Knowledge of cloud-based environments and staging/QA processes

Company

bolt

Glassdoor4.0

Bolt is making property and casualty insurance simpler for everyone: carriers, agents, brokers and customers.

Founded in 2000

New York, New York, USA

201-500 employees

http://www.boltinsurance.com

H1B Sponsorship

bolt has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (1)

2022 (1)