Production Support Engineer

About this role

<div class="content-intro"><p class="c-mrkdwn__pre" style="text-align: left;" data-stringify-type="pre">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,<strong> </strong>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.</p> <p class="c-mrkdwn__pre" style="text-align: left;" data-stringify-type="pre">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.</p> <p> </p></div><p><strong>About the Role</strong></p> <p>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. </p> <p><strong>What You'll Do</strong></p> <p>The Production Support Engineer will</p> <ul> <li>Act as the primary incident commander for high-severity outages, orchestrating the technical response and maintaining clear lines of communication with stakeholders.</li> <li>Lead blameless post-mortem sessions to dissect failures. Be responsible for translating technical items into documented systemic improvements.</li> <li>Perform in-depth troubleshooting and analysis to resolve bugs, identify workflow enhancements and other functional errors.</li> <li>Own and evolve the observability strategy. Move us from reactive alerts to predictive insights.</li> <li>Dive into Ruby code, review GitHub PRs, manage feature flags, and run production jobs to keep things moving.</li> <li>Lead problem management. Identify systemic trends and partner with Product teams to prioritize permanent fixes over temporary band-aids.</li> <li>Drive continuous improvement by identifying and implementing enhancements to support tools, workflows, and documentation.</li> <li>Drive critical escalations in technically challenging situations in collaboration with engineering, product, and other IT teams.</li> </ul> <p><strong>What We Look For</strong></p> <ul> <li>Familiarity with AWS (ECS, Lambda, CloudWatch) and SQL.</li> <li>Hands-on experience with Observability/APM tools.</li> <li>Some development exposure. You're comfortable reading and debugging Ruby or JavaScript and navigating basic GitHub workflows.</li> <li>Experience supporting incident response. You can help keep a bridge organized and contribute to driving issues toward resolution.</li> <li>Organized and detail-oriented, with a reliable work ethic and a willingness to take initiative.</li> <li>Comfortable working through ambiguity, keeping track of your own tasks, and staying level-headed during high-pressure situations.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.</p></div><div class="title">Base Salary Range</div><div class="pay-range"><span>$100,000</span><span class="divider">—</span><span>$125,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>Why Join Us?</strong></p> <p><span style="font-weight: 400;">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:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Considerable employer contributions for health, dental, and vision programs</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Generous PTO, paid holidays, and paid parental leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">401(k) matching program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Merit advancement opportunities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Career development & training</span></li> </ul> <p><span style="font-weight: 400;">And finally, our team spirit and culture! We</span><span style="font-weight: 400;"> cultivate an environment of community, connection, and belonging across our entire organization.</span></p> <p><span style="font-weight: 400;"><em data-stringify-type="italic">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…