Job Description
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 highly skilled and strategic Operations Support Engineer to join our team for this hybrid role in Chicago, IL. This pivotal Tier 2 role is for a hands-on expert in the Windows operating system and networking. You will not only provide expert-level support but also perform rigorous analysis and troubleshooting of complex issues. Your deep technical knowledge will be crucial for conducting in-depth root cause analysis (RCA), directly impacting the reliability of our systems and the effectiveness of our team. This position is perfect for a proactive individual who is passionate about both technical mastery and process improvement.
What You’ll Do
- Serve as a primary Tier 2 escalation point for intricate hardware, software, and networking issues impacting our operations teams.
- Utilize advanced tools to perform deep-dive root cause analysis (RCA) and proactively identify systemic issues, ensuring long-term operational resilience.
- Design and implement PowerShell scripts to automate repetitive tasks, streamline troubleshooting, and minimize our end-user downtime.
- Lead incident management from end-to-end, identifying trends and implementing sustainable solutions to prevent future occurrences.
- Provide expert-level technical support and empathetic guidance for tools like CRM systems, ITSM platforms, and call center technologies.
- Define and refine support workflows, escalation paths, and operational systems to ensure clarity and accountability across our team.
- Mentor, train, and empower Tier 1 staff, fostering a culture of technical growth and collective ownership.
- Maintain and audit the team’s knowledge base, ensuring documentation is detailed, easy to follow, and reflects our current processes.
- Own key SLA metrics and reporting, proactively identifying opportunities to improve our performance and ensure we meet our standards of excellence.
- End user experience, improve onboarding experience, assist with new hires issues and provide best in class support.
What We Look For
- Deep Technical Expertise: Proven ability to troubleshoot complex issues within the Windows operating system. An expert-level understanding of systemic Windows and endpoint-level networking is required.
- Advanced Scripting: Strong proficiency in PowerShell is essential. Experience with Python, Bash, Batch, or other scripting languages is a plus.
- Operational Mindset: A track record of driving process improvement, managing incidents, and improving support workflows at scale.
- Proactive Problem-Solving: The ability to navigate ambiguity, identify gaps in processes, and provide clear, actionable solutions.
- Monitoring & Observability: Strong experience with query languages (SQL, NQL, DDSQL), monitoring, supporting platforms like Datadog. Experience with a Digital Employee Experience (DEX) such as Nexthink is preferred.
- Call Center Experience: Hands-on experience with call center technologies, including softphones.
- Data-Driven Approach: A focus on using data to identify trends, measure performance, and guide strategic decisions.
- Communication & Mentorship: Exceptional communication skills with a proven ability to mentor and train others, fostering a collaborative and growth-oriented environment.
- Experience with a major ITSM platform (e.g., ServiceNow, Zendesk, Jira).
#LI-AW1
The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.
Base Salary Range
$80,000—$100,000 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.
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.
