Operations Support Engineer

Operations 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 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

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 :

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