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 300,000 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 an Associate Product Support Engineer 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. This is a hybrid role that requires presence in office.

What You'll Do

The Associate Product Support Engineer will help

• Handle support for Operations users of CRM tools and dependent systems.
• Act as a liaison between Tier I and Tier II teams.
• Investigate, diagnose and debug production issues coming from agents, alerts or other escalation paths.
• Increase incident report/resolution efficiencies and lower the human intervention time on related tasks.
• Collaborate with other technology teams across the organization to create effective monitoring solutions.
• Escalate trends, bugs and other system errors to Product and Engineering teams.
• Build and maintain document libraries, knowledge base articles and provide training.
• Help assess and monitor Product trends & key SLA metrics.

What We Look For

• Experience with a CRM Platform such as Salesforce.
• Basic knoweldge of SQL or similar query languages.
• Basic knowledge of programming languages such as Ruby, JavaScript, or Python.
• Ability to leverage monitoring tools for decision making.
• Excellent customer service skills.
• Experience with frontline support of Operations users and third-party applications.
• Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.)
• Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
• Excellent written and verbal communications skills.
• Ability to work successfully and self start with limited supervision.

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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.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions.  No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team.  No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.