Production Support Engineer

<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><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.&nbsp;</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>5+ years of experience in a high-stakes Production/SRE role, with deep expertise in AWS (ECS, Lambda, CloudWatch) and SQL.</li> <li>Expert-level experience with Observability/APM tools</li> <li>A strong development background. You are comfortable reading and debugging Ruby or JavaScript and navigating GitHub workflows.</li> <li>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.</li> <li>Highly organized with a strong work ethic, sharp attention to detail, and a proactive mindset.</li> <li>&nbsp;A "Bias for Action." You can navigate ambiguity, manage your own project timelines, and stay calm while the "house is on fire.".</li> <li>You can translate a complex system failure into a clear, business-value narrative for non-technical executives.</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>$90,000</span><span class="divider">&mdash;</span><span>$110,000 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>