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.

• 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.

• 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).

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