Production Support Engineer

Beyond Finance • Chicago, IL

1d • $90,000 - $110,000 • Onsite

About The Position

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.

Requirements

• 5+ years of experience in a high-stakes Production/SRE role, with deep expertise in AWS (ECS, Lambda, CloudWatch) and SQL.
• Expert-level experience with Observability/APM tools
• A strong development background. You are comfortable reading and debugging Ruby or JavaScript and navigating GitHub workflows.
• Proven experience in incident command. You know how to manage a bridge, silence the noise and drive a team toward a resolution under heavy pressure.
• Highly organized with a strong work ethic, sharp attention to detail, and a proactive mindset.
• A "Bias for Action." You can navigate ambiguity, manage your own project timelines, and stay calm while the "house is on fire.".
• You can translate a complex system failure into a clear, business-value narrative for non-technical executives.

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed