Production Support Engineer

Beyondfinance; Chicago (IL); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Employer contributions for health, dental, and vision programs

Generous PTO, paid holidays, and parental leave

401(k) matching program

Merit advancement opportunities

Career development & training

Job summary

Beyondfinance is looking for a Production Support Engineer to minimize downtime and optimize production uptime in our Chicago office. You will bridge the gap between code and customer while managing high-severity outages and leading troubleshooting efforts.

The ideal candidate has familiarity with AWS, can read and debug Ruby or JavaScript, and has experience supporting incident responses. The position offers a competitive salary range between $100,000 and $125,000 USD, along with a comprehensive benefits package to support our employees.

Qualifications

• Familiarity with AWS services like ECS, Lambda, and CloudWatch.
• Experience with Observability and APM tools.
• Proficient in debugging Ruby or JavaScript code.
• Experience in incident response and troubleshooting.
• Detail-oriented and organized with a reliable work ethic.

Responsibilities

• Act as primary incident commander for outages and maintain communication with stakeholders.
• Perform troubleshooting and analysis to resolve bugs and identify enhancements.
• Lead post-mortem sessions to translate technical findings into improvements.
• Drive continuous improvements in support tools and workflows.
• Collaborate with engineering and product teams during escalations.

Skills

Familiarity with AWS

SQL

Observability/APM tools

Reading and debugging Ruby

JavaScript

GitHub workflows

Incident response support

Organizational skills

Detail-oriented

Ability to work under pressure

Job description

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

• 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

• Familiarity with AWS (ECS, Lambda, CloudWatch) and SQL.
• Hands‑on experience with Observability/APM tools.
• Some development exposure. You're comfortable reading and debugging Ruby or JavaScript and navigating basic GitHub workflows.
• Experience supporting incident response. You can help keep a bridge organized and contribute to driving issues toward resolution.
• Organized and detail‑oriented, with a reliable work ethic and a willingness to take initiative.
• Comfortable working through ambiguity, keeping track of your own tasks, and staying level‑headed during high‑pressure situations.

Base Salary Range

$100,000 – $125,000 USD

This role is eligible for additional incentives, including an annual bonus.

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.