Senior Production Support Engineer
Tala
IT, Customer Service
Manila, Philippines
Posted on Apr 3, 2025
About Tala
Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World's Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you!
About the Role
As a Production Support Engineer you will support, monitor and maintain the high availability of our platform across all of our markets. You’ll work closely with engineering, CX, product and program teams globally for production incident response and post-mortem processes. You’ll work closely with the CX and Collections teams to discover areas of improvement for our product based on their feedback and the customer communication. You’ll continuously review and improve our existing monitoring and alerting systems.
What You'll Do
- Ownership of risk event process for the PH & East Asia timezone: you’ll help coordinate teams responding to an incident, communicate effectively, oversee post-mortem and monitor that the follow-up action items are completed
- Ownership of escalations from the in-country CXCL guild: debugging and identifying problems, resolving when possible and escalating to appropriate teams when necessary.
- Tracking and reporting on pending issues, and regular updates on open items
- Continuous improvement of our monitoring dashboards and alerts
- In collaboration with the CX team, identify patterns in customer and product issues and propose improvements
- In collaboration with the Production Support Engineers globally, share product learning, knowledge and exchange ideas
- Identify and communicate repeating themes around risk events and propose improvements to prevent recurrence of the same issues
- Keep track of metrics related to production performance and identify areas of improvement
- Continuous improvements of our documentation library to allow faster onboarding of new team members and more efficient response times
What You'll Need
- 3+ years of experience working in technology environment with experience in microservices architecture
- 3+ years of experience in incident response or similar role
- Experience working with a remote team in a global environment
- Knowledge of various monitoring platforms such as AWS CloudWatch, SumoLogic, APM monitoring (NewRelic, Instana), mobile (Crashlytics data), BI (Looker, Snowflake)
- Knowledge of relational databases, BI querying languages to be able to construct queries during investigations
- Experience working with tools like Postman, or scripting API queries
- Excellent debugging and documentation skills
- Ability to coordinate incident response and communicate effectively with stakeholders from variety of teams across different timezones
- Ability to remain calm under pressure during a production incident resolution
- Candidates with SRE background are welcome
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.