Production Support Engineer

Chicagomid

EngineeringCustomer SupportProduction Support Engineer

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Quick Summary

Overview

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,

Technical Tools

EngineeringCustomer SupportProduction 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

~1 min read

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.

Responsibilities

~1 min read

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.

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.

The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.

Base Salary Range

$90,000—$110,000 USD