Production Support Engineer

About the role

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.

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.

Pay

The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.

• $100,000 - $125,000 USD

Benefits

• 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