Lead Product Support Engineer

Lead Product Support Engineer

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 700,000 clients on their path to a brighter future.

While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

About The Role

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.

What You'll Do

The Product Support Lead will:

• 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.

What We Look For

• 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.

Base Salary Range: $100,000 - $120,000 USD

Why Join Us?

While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:

• 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

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.