About us

At bolt, we're on a mission to revolutionize the insurance landscape by seamlessly connecting people with the protection they need, precisely when they need it. As the world's most internationally scaled insurtech, we operate across more than 35 markets on four continents, collaborating with over 100+ leading insurers and a diverse array of business partners.

By embedding insurance solutions into everyday experiences, we’re making protection more accessible and intuitive for millions worldwide. Join us in shaping the future of insurance, where technology, innovation, and expertise converge to close the protection gap and enable proactive risk assessment and mitigation.

Position Overview The Senior Production Support Engineer ensures the stability, reliability, and performance of US Based production systems by managing incidents, requests, and customer communications. This role combines technical expertise with leadership responsibilities, including mentoring junior team members, driving process improvements, and ensuring adherence to SLAs during critical incidents.

Key Responsibilities

Incident & Request Management (Freshservice/SysAid)

- Managing incoming incidents and service requests using a priority matrix to ensure timely resolution based on business impact.
- Validating and triaging issues, filtering out non-actionable requests before escalating to development teams.
- Act as a liaison between customers and technical teams, ensuring clear and effective communication.
- Maintaining SLA compliance during high or critical incidents, providing after-hours support when necessary.
- Conducting thorough investigations by reproducing and confirming reported issues in the bolt platform.
- Addressing requests proactively by attempting to resolve any identified problems independently before escalating to the development team.

Customer Communication & Notifications

- Drafting and delivering accurate, timely notifications for incidents,



outages, planned maintenance, and platform updates.
- Ensuring consistent communication cadence during escalated incidents (every 30–60 minutes based on severity).
- Maintaining and updating customer contact lists; submit requests for new contacts as needed.

Bug Tracking & Documentation (TFS)

- Documenting and tracking bugs using Splunk and Policy Viewer, providing detailed information for development teams.
- Monitoring and updating bug statuses, request progress updates, and ensure customers are informed through SysAid.

User Account & Access Management

- Managing user lifecycle in Active Directory and CM, including account creation, role assignment, and deactivation.
- Handling password resets and credential updates for SysAid, Case Manager, Remote Desktop, and ADBX, ensuring accuracy and security.

Reporting & Metrics

- Preparing and delivering monthly uptime reports, detailing expected vs. actual system availability for key customers.

Monitoring and Analysis

- Utilizing Splunk to analyze logs and patterns on the platform or within Markets and promptly report any critical or high-impact issues requiring attention.
- Responding efficiently to NOC notifications when critical or high incidents are reported.
- Appropriately triaging reported issues prior to escalating them to the development team.
- Assessing the significance and urgency of matters affecting both the customer and the platform.

Leadership Responsibilities

- Mentorship: Guide and support junior production support engineers, providing training on tools, processes,



and best practices.
- Escalation Management: Serve as the primary escalation point for complex or critical incidents, ensuring timely resolution and stakeholder communication.
- Process Improvement: Identify gaps in incident management workflows and recommend enhancements to improve efficiency and reduce downtime.
- Collaboration: Partner with development, QA, and infrastructure teams to streamline issue resolution and improve system reliability.
- Knowledge Sharing: Maintain and update internal documentation, runbooks, and knowledge base articles to support team learning and consistency.

Required Skills & Qualifications

Technical Skills:

- Experience with SysAid or similar ITSM tools.
- Understanding of Active Directory and user access management.

Leadership Skills:

- Ability to mentor and coach team members.
- Strong decision-making skills under pressure.

Experience:

- 4+ years in production support or related technical roles.

Preferred Qualifications

- Familiarity with SLA-driven environments.
- Experience with insurance platforms and third-party integrations (e.g., EZLynx, AMS, comparative raters).
- Knowledge of cloud-based environments and staging/QA processes.

Working Hours:

The position requires working during US Eastern Time (ET) business hours. Shift timings may vary based on business requirements.

Diversity and Inclusion

At bolt, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.

📌 Production Support Engineer (Bengaluru)
🏢 Bolt
📍 Bengaluru