Production Support Engineer
About The Position
At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 1 million clients on their path to a brighter future. While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you. About the Role As Production Support Engineer, you will be part of a multi-tiered support team whose primary responsibilities include minimizing downtime and optimizing production uptime. You will be the bridge between code and customer. This is an in-person role in our Chicago office.
Requirements
- 5+ years of experience in a high-stakes Production/SRE role, with deep expertise in AWS (ECS, Lambda, CloudWatch) and SQL.
- Expert-level experience with Observability/APM tools
- A strong development background. You are comfortable reading and debugging Ruby or JavaScript and navigating GitHub workflows.
- Proven experience in incident command. You know how to manage a bridge, silence the noise and drive a team toward a resolution under heavy pressure.
- Highly organized with a strong work ethic, sharp attention to detail, and a proactive mindset.
- A "Bias for Action." You can navigate ambiguity, manage your own project timelines, and stay calm while the "house is on fire."
- You can translate a complex system failure into a clear, business-value narrative for non-technical executives.
Responsibilities
- Act as the primary incident commander for high-severity outages, orchestrating the technical response and maintaining clear lines of communication with stakeholders.
- Lead blameless post-mortem sessions to dissect failures. Be responsible for translating technical items into documented systemic improvements.
- Perform in-depth troubleshooting and analysis to resolve bugs, identify workflow enhancements and other functional errors.
- Own and evolve the observability strategy. Move us from reactive alerts to predictive insights.
- Dive into Ruby code, review GitHub PRs, manage feature flags, and run production jobs to keep things moving.
- Lead problem management. Identify systemic trends and partner with Product teams to prioritize permanent fixes over temporary band-aids.
- Drive continuous improvement by identifying and implementing enhancements to support tools, workflows, and documentation.
- Drive critical escalations in technically challenging situations in collaboration with engineering, product, and other IT teams.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
