Production Support Engineer

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. 

What You'll Do

The Production Support Engineer will

• 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.

What We Look For

• 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.

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.