Lead Product Support Engineer, Beyond Finance
$100-120k
Plus annual bonus
Debt resolution programs
Be an early applicant
Debt resolution programs
501-1000 employees
Be an early applicant
$100-120k
Plus annual bonus
501-1000 employees
Company mission
To help people escape crippling debt and achieve financial freedom.
Role
Who you are
- 5+ years of experience in production or frontline support roles
- 5+ years of hands-on experience in orchestration and cloud computing technologies
- 5+ years of practical experience working with databases
- Extensive experience with observability frameworks, APM tools, and system monitoring technologies
- Strong development foundation with the ability to debug code effectively
- Familiar with programming languages such as Ruby and JavaScript
- Proficient in using version control tools like GitHub, GitLab, or AWS CodeCommit
- Solid understanding of AWS services including S3, CloudWatch, ECS, EC2, Lambda, and Workspaces
- Highly organized with a strong work ethic, sharp attention to detail, and a proactive mindset
- Skilled in independently managing project timelines and identifying areas for process improvement
- Exceptional verbal and written communication skills
- Experienced with leading support and ticketing platforms such as FreshService or ServiceNow
- Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results
- Proven ability to work successfully with limited supervision and prioritize tasks for various stakeholders
What the job involves
- We are seeking a Product Support Lead to support Beyond Finance’s ambitious growth
- You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment
- Oversee day-to-day product support operations for internal stakeholders using CRM tools and integrated systems
- Manage, mentor and develop a team of individual contributors
- Be a key contributor on a range of initiatives that will help us continue our rapid growth
- Design and implement strategies to surface end-user issues proactively, minimizing reliance on feedback from agents
- Contribute to the execution of a strategic Product Support Roadmap aligned with company goals and evolving customer needs
- Own, develop and optimize support quality assurance processes
- Serve as the escalation point for complex issues that require advanced troubleshooting beyond frontline support
- Investigate, analyze, and resolve production issues originating from multiple sources, including user reports and system monitoring
- Design and refine support processes to reduce downtime, enhance the user experience, and address recurring or systemic problems
- Lead communication and coordination efforts during high-impact incidents across appropriate channels
- Partner with cross-functional technology teams to identify, develop, and optimize critical system alerts and monitoring practices
- Escalate persistent trends, bugs, and system anomalies to Product and Engineering teams, supporting root cause analysis and long-term solutions
- Use data and trend analysis to detect recurring issues and clearly communicate findings and recommendations to stakeholders
- Drive continuous improvement by identifying and implementing enhancements to support tools, workflows, and documentation
- Build and maintain a robust knowledge base by consolidating insights from support tickets, user documentation, and product updates
Our take
In a financial landscape where consumer debt has reached record highs, Beyond Finance specializes in debt resolution services tailored to individual needs. Recognizing the complexities of personal debt, the company focuses on creating debt reduction schemes that guide consumers through the intricacies of debt consolidation and resolution, offering a strategic approach to alleviate the burden of indebtedness.
The company's debt reduction programs come equipped with financial education and tools, delivered via an individualized scheme. Importantly, this is all accessible via a mobile app, meaning Beyond's programs stand out for being incredibly easy to manage and use.
This commitment to providing simple, tailored debt resolution services underscores Beyond's dedication to helping individuals regain financial control. In its pursuit of sustained growth, the company has secured a substantial injection of capital that is poised to propel its consistent operations and fuel future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Generous PTO
- Competitive Health Care Plans
- 401(k) Matching
- Paid Referral Program
- Paid Parental Leave
- LifeMart Discount Program
- At-home Equipment Provisions
Company HQ
Chicago Loop, Chicago, IL
Leadership
Lou Antonelli
(COO, not founder)Has worked at Beyond Finance since 2019, initially as an Executive VP before becoming the Chief Operating Officer in 2020. Before joining Beyond, they were the VP and CRO at National Debt Relief and the Director of Business Relationships at Costco.
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