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 300,000 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
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.
What You'll Do
The Production Support Engineer will help

• Handle Tier III support for Operations users of CRM tools and dependent systems.
• Act as an escalation point to other support teams.
• Investigate, diagnose and debug production issues coming from agents, alerts and other escalation paths.
• Reproduce and debug customer issues by using existing, or building new, tools.
• Increase incident response and resolution efficiencies and lower the human intervention time on related tasks.
• Collaborate with other technology teams across the organization to create effective monitoring solutions.
• Escalate trends, bugs, and other system errors to product and engineering teams to provide corrective and preventative actions.
• Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides.
• Identify and troubleshoot recurring issues and own projects to drive product improvements.
• Drive critical escalations in technically challenging situations in collaboration with engineering teams.
• Monitor and manage communications during high impact incidents via relevant channels.

What We Look For

• 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.

Why Join Us?
While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• 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

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.