Production Support Engineer New Remote US

Amount, Inc.; Chicago (IL); Remote; USD 63,000 - 73,000; Full time

Job summary

An established industry player is seeking a Production Support Engineer to join their dynamic team in Chicago. This role is crucial for ensuring the smooth operation of production systems and involves troubleshooting technical issues across multiple platforms. You will collaborate with various departments, manage incident lifecycles, and contribute to continuous improvement initiatives. If you thrive in a fast-paced environment and have a knack for problem-solving, this is an exciting opportunity to make a significant impact while enjoying a supportive culture that values diversity and inclusion.

Benefits

Annual Performance Bonuses

Equity Grants

Flexible Work Environment

Diversity and Inclusion Initiatives

Qualifications

• 2+ years of experience in incident management and resolution.
• Technical background with SQL query writing skills.

Responsibilities

• Manage high-priority production issues and ensure timely resolution.
• Create documentation for incidents and maintain status reports.

Skills

SQL Queries

Incident Management

Problem-Solving

Leadership Skills

Technical Analysis

Education

Bachelor's Degree in a Technical Field

Tools

Confluence

Jira

PagerDuty

Sentry

Kibana

Job description

Amount provides a unified digital origination and decisioning platform that helps financial institutions meet the moment. Designed to scale with banks and credit unions at any stage of their digital journey, Amount delivers a seamless, digital-first experience—streamlining everything from loan origination to deposit account opening. With built-in fraud orchestration and risk management, Amount enables financial institutions to control risk across any product while optimizing performance and enhancing security. Our flexible, modular platform is backed by enterprise-grade infrastructure and compliance, allowing institutions to launch new offerings in months, not years. Amount’s clients include financial institutions collectively managing over $3.1T in assets and serving more than 50 million U.S. consumers. Learn more at www.amount.com.

Inclusion, diversity, and belonging are core to Amount's values, and we believe they are more than words, they are actions. We support our commitment to these ideas by empowering intrepid engagement and learning, increasing diverse representation, and fostering a culture where everyone can bring their full self to work without regard to differences. We look for people who embrace this culture.

A DAY IN THE LIFE:

The Production Support Engineering team plays a key role at Amount by ensuring production issues are managed efficiently and effectively. You will manage high-priority issues to resolution following industry best practices. You’ll troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms. Each day, you’ll interact with every aspect of our organization to find the best solution for our partner. Management of ticket queues, monitoring for issues and post-release validation are also a large part of this role, all while meeting our partner’s SLA requirements.

Team: This role interacts with nearly every group within the organization, including engineering, product, QA, customer success and others.

Salary:$63,000-$73,000 base salary

Bonus & Equity: Amount employees are eligible for annual performance bonuses and equity grants as part of our commitment to shared success!

Similar job titles: Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application Support Engineer, Support Engineer

WHAT WE’LL TRUST YOU TO DELIVER:

• Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving
• Prioritization and triage of incoming requests/issues
• Drive incident resolution and lead conversations with cross-functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required.
• Management of all incidents through the incident management lifecycle
• Documentation of all relevant events, getting status reports while driving decision-making and resolution
• Ensure stakeholders are updated according to predefined service level agreements
• Completion and ownership of the postmortem with appropriate root cause analysis performed
• Improvement suggestions to capture preventative measures that will avoid recurrences of incidents
• Investigate patterns that indicate larger overall issues, even if we don’t have the solution.
• Compilation of metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested
• Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on-call rotation basis is a must
• Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base

WHAT YOU LIKELY BRING TO THE TABLE:

• Technical and/or engineering background, ideally with experience writing SQL queries
• Experience working with development teams in a fast-paced environment
• Basic knowledge or interest of any programming language such as Java, Python or Ruby
• 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure
• Previously collaborated with a wide spectrum of internal and external stakeholders
• Worked in an organization with a complex business environment
• Leadership skills with the ability to make quick decisions
• Familiar with ITSM/ITIL concepts
• You thrive being a self-starter, who can lead others during stressful situations
• Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana)

ABOUT AMOUNT (TL;DR)

Founded:2020

Employees: 150+

Locations: Chicago (HQ) and US Remote

Funding: Amount has raised $281M in total equity capital since inception, including most recently at a valuation of $1B. Investors include WestCap, Hanaco Ventures, Goldman Sachs, Invus Opportunities, Mastercard, and PSCU

Create a Job Alert

Interested in building your career at Amount? Get future opportunities sent straight to your email.

Apply for this job

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

In the course of this application process, you may learn confidential and non-public information about Amount, including, but not limited to, information about Amount’s systems, processes, and customers. By submitting an application through Amount’s career site, you agree to maintain the confidentiality of any such information and to not disclose such information unless you have received Amount’s prior written consent. Any unauthorized disclosure of Amount confidential information may be subject to any remedy available to Amount at law or in equity. * Select...

By submitting an application through Amount’s career site, you agree to allow us to collect and process your personal data. To learn more about our data collection practices and your rights, please visit https://www.amount.com/privacy-policy/ and check the box below as acknowledgement. * Select...

LinkedIn Profile

Where did you hear about us?

Start Date

When are you available to start?

Location *

Where are you currently located (city, state)?

Compensation Target *

What is your desired total compensation? (Base + Bonus)

Are you authorized to work in the United States? * Select...

Will you require sponsorship now or at any time in the future? * Select...

Do you have experience working at a SaaS company? * Select...

Do you have experience writing SQL queries? * Select...

Do you have 2 years of experience coordinating and executing major incidents * Select...

Are you familiar with ITSM/ITIL concepts? * Select...

Are you familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana)? * Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply) Select...

How would you describe your racial/ethnic background? (mark all that apply) Select...

How would you describe your sexual orientation? (mark all that apply) Select...

Do you identify as transgender? (select one) Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? (select one) Select...

Are you a veteran or active member of the United States Armed Forces? (select one) Select...