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Product Support Lead

Product Support Lead at Beyond Finance, Chicago, IL.
Beyond Finance
On-Site
United States
USD 80,000 - 120,000
Job Description
Beyond Finance is seeking a Product Support Lead to enhance the efficiency and reliability of its services. The Product Support Lead will provide strategic support solutions and work in a fast-paced environment. This role involves overseeing product support operations, managing a team, and contributing to strategic initiatives. The ideal candidate will proactively identify end-user issues, optimize support quality assurance, and serve as an escalation point for complex problems. They will also investigate and resolve production issues, refine support processes, and lead communication during high-impact incidents. The Product Support Lead will partner with cross-functional teams to optimize system alerts and monitoring, escalate trends to Product and Engineering, and drive continuous improvement through enhancements to support tools and documentation. They will also build and maintain a robust knowledge base.

What this role involves:
  • Overseeing day-to-day product support operations for internal stakeholders.
  • Managing, mentoring, and developing a team of individual contributors.
  • Designing and implementing strategies to surface end-user issues proactively.
  • Owning, developing, and optimizing support quality assurance processes.
  • Serving as the escalation point for complex issues.

Requirements:
  • 8+ 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.
  • Experienced with leading support and ticketing platforms such as FreshService or ServiceNow.

What Beyond Finance offers:
  • 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
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Beyond Finance

All Jobs at Beyond Finance (35)