About the position
We are seeking a Production Support Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.
Responsibilities
- Handle Tier III support for Operations users of CRM tools and dependent systems and optimize uptime of the production environment.
- Act as an escalation point to other support teams.
- Investigate, diagnose, and debug production issues from various sources.
- Reproduce and investigate customer issues by using existing, or building new, tools.
- Increase incident response capabilities and reduce the human intervention time on related tasks.
- Manage communications and resources during high impact incidents via relevant channels.
- Collaborate with other technology teams across the organization to identify, create, and refine business critical alerts.
- Escalate trends, bugs, and other system errors to product and engineering teams to provide corrective and preventative actions.
- Identify recurring issues through metrics and trend analysis and clearly explain these issues to stakeholders.
- Drive critical escalations in technically challenging situations in collaboration with engineering, product, and other IT teams.
- Contribute to product documentation, knowledge transfer, and best practices guides.
Requirements
- 5+ years of orchestration and cloud computing experience.
- 5+ years of hands-on database experience.
- 5+ years of Support Engineering, Software Engineering, or System Administration experience.
- Development background or familiarity with debugging code.
- Familiarity with Ruby and/or JavaScript.
- Experience with GitHub, GitLab, CodeCommit, or similar tools.
- Understanding of AWS S3, CloudWatch, ECS, EC2, Lambda, and Workspaces.
- Well-organized, excellent work ethic, pays attention to detail, and self-starting.
- Ability to independently track project progress and identify process gaps.
- Excellent written and verbal communication skills.
- Experience with SQL.
- Experience with frontline support of operations users and third-party applications.
- Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.).
- Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results.
- Proven ability to work successfully with limited supervision and prioritize tasks for various stakeholders.
Benefits
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
- Team spirit and culture fostering community, connection, and belonging
