Director of Production Engineering & IT Support

<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>&nbsp;</p></div><h3><strong>About the Role</strong></h3> <p>This is a hands-on technical leadership role at the intersection of IT, SRE, and Product/Production Support. You will be the senior technical escalation point managing managers spanning multiple sub-functions (Service desk, IT &amp; Product Support, Production Engineering). You will be obsessed with uptime. The job is to architect the monitoring, telemetry, and automation that lets us catch issues before users experience them; to run incidents when they happen; and to drive the postmortems and engineering partnerships that prevent the next one. You will also lead, mentor, grow managers and individual contributors, mature support processes end-to-end. This is not a service-delivery oversight role. You will spend time in dashboards, queries, and code, not in steering committees. You will be expected to write SQL, build monitors, review Terraform, and lead a P1 bridge personally.<br>This is an in-office-focused hybrid role based in Chicago.</p> <h3><strong>What You'll Do</strong></h3> <p><strong>Production Reliability &amp; Incident Management:</strong>&nbsp;</p> <ul> <li>Own the incident response end-to-end. Serve as incident commander on high-impact P1/P2 incidents, lead communication, coordinate engineering and business stakeholders, run blameless postmortems, and drive resulting action items to closure.</li> <li>Architect and continuously refine the observability stack. Build and tune dashboards, alerts and synthetic monitoring that give real-time visibility into system and end-user experience health.</li> <li>Drive a shift from reactive to proactive. Identify what is breaking before it breaks. Use telemetry, anomaly detection, and trend analysis to surface systemic issues; partner with technical stakeholders to eliminate them at the source.</li> <li>Hit the operational metrics that matter. Ensure tight SLA adherence and continuous improvement across both end-user support and production incidents.</li> </ul> <p><strong>Technical Depth &amp; Automation:</strong></p> <ul> <li>Be the senior technical escalation. You will personally dig into logs, queries, and infrastructure to unblock the team when needed.</li> <li>Drive automation and self-service that eliminates repeat tickets and matures our knowledge management strategy.</li> <li>Implement AI and automated solutions to improve quality &amp; speed of operations.</li> </ul> <p><strong>Leadership &amp; Operations:</strong></p> <ul> <li>Manage defects and enhancements, resolve incidents, and prevent systemic issues through structured Product management, Engineering and Operations partnership.</li> <li>Strengthen the feedback loop from support into the product roadmap.&nbsp;</li> <li>Own and advance internal IT &amp; Product support services (service desk, endpoint support, access management, etc).</li> <li>Foster a culture of accountability and ownership. Set the tone for technical excellence and user obsession across the org.</li> </ul> <h3><strong>What We Look For</strong></h3> <ul> <li>8+ years of experience leading distributed teams including managers in high-growth SaaS and API-first environments.</li> <li>Seasoned incident commander with hands-on experience leading P1/P2 response, running postmortems, and driving systemic fixes that prevent recurrence.</li> <li>Proven track record of reshaping support operations through AI, automation, and intelligent tooling.</li> <li>Strong technical proficiency such as but not limited to SQL, NQL, DDSQL, Powershell, Python, Terraform, Shell, Bash, Rest API.</li> <li>Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces.</li> <li>Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink.</li> <li>Excellent leadership &amp; decision-making skills as well as project management experience with ability to execute across multiple priorities.&nbsp;</li> <li>Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders.</li> <li>Familiarity with ITIL or similar frameworks with experience optimizing incident, change &amp; problem management at scale.</li> </ul> <p>#LI-LB2</p><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>$150,000</span><span class="divider">&mdash;</span><span>$200,000 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 &amp; 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.&nbsp; No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.&nbsp; No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.</em></span></p></div>