Production Support Engineer

NinjaHoldings; Chicago (IL); Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative company is seeking a Production Support Engineer to join their dynamic team. This role focuses on resolving complex operational issues while also automating support tasks to enhance efficiency. You will work closely with Engineering and Product teams, utilizing your technical skills in programming, SQL, and debugging to ensure seamless service delivery. The position offers a flexible, remote work environment and a competitive salary package. If you thrive in a fast-paced, startup culture and are passionate about problem-solving, this opportunity is perfect for you.

Benefits

Competitive salary and benefits package

Flexible, remote work

Fun, fast-paced work environment

Dynamic start-up culture

Convenient downtown Chicago office

Qualifications

• 3+ years of experience in technical support or equivalent.
• Proficiency in at least one programming language and SQL.

Responsibilities

• Investigate bugs and restore service for individual customers.
• Automate Production Support tasks and collaborate with teams.

Skills

Ruby

Python

JavaScript

SQL

Linux command line

Debugging

Problem-solving

Communication skills

Job description

NinjaHoldings was founded in 2017 by a team seeking to revolutionize the way everyday Americans interact with financial services. Through our CreditNinja and NinjaCard brands, we empower people overlooked by traditional financial institutions to take control of their finances via a full suite of digital banking and lending products, providing incentives and rewards along the way as we guide them on a path to financial improvement. Through our EDGE brand, we help companies better understand their customers by offering a package of bespoke underwriting, fraud detection, and analytics services. With offices in Chicago, Miami, and around the world through the power of remote work, we are a lean and innovative team always seeking like-minded talent to join us in our fight to disrupt consumer finance.

Job Summary

Production Support Engineers are part of the Operations department. Their primary focus is resolving Tier 3 operations tickets which typically involve investigating issues and restoring service on an individual customer basis. In addition, this role can also have more development focused responsibilities, and may be called upon to work on Tier 4 support issues, while being strategically focused on automating Production Support and Operations work. Production Support Engineers do not interact directly with customers, but work daily with the Customer Service, Engineering, and Product teams.

Key Responsibilities:

• Investigating potential bugs in the platform reported by Operations teams
• Repairing damage caused by issues in the platform or its external vendors
• Advising Operations on technical matters and automating tasks specific to their needs
• Working with Engineering and Product teams to troubleshoot ongoing issues and inform future development and test cases
• Consulting on features for our internal Call Center web application used to manage our customer accounts
• Creating and maintaining support documentation of in-house knowledge and procedures

Requirements:

This person will investigate deep technical issues working alongside the Engineering team, and focus on the automation of Production Support and/or broader Operations support tasks wherever possible. It is a strategic goal of this position to be efficient and have high productivity within a small team size. This person may also have a limited role developing features for our internal Call Center web application and working on production platform code.

The right candidate meets the following:

• 3+ years of professional experience (if not, be ready to demonstrate similar equivalency)
• Experience with at least one programming language (i.e. Ruby, Python, JavaScript, etc)
• Experience writing SQL
• Fluent in Linux based command line environments
• A talent for debugging and solving problems with practical solutions
• Experience building, maintaining, operating, and debugging three tier web applications
• Strong ability to assess, communicate and correct complex problems at a fast pace
• Strong verbal and written communication skills

Additional Pluses, but not requirements:

• Experience as tier 3 Production Support
• Experience building and debugging Ruby on Rails applications
• Extensive experience writing SQL for complex debugging and/or reporting purposes

Benefits:

• Competitive salary and benefits package
• Flexible, remote work
• Fun, fast-paced work environment
• Dynamic start-up culture
• Convenient downtown Chicago office located in the heart of the city
• Equal opportunity employer