Product Support Engineer

Posted 22 Days Ago
Hiring Remotely in Chicago, IL
Remote
3-5 Years Experience
Fintech • Software • Analytics • Financial Services
EDGE is a data and analytics platform for consumer credit risk based on the latest alternative data.
The Role
Investigating bugs, repairing platform issues, advising Operations, collaborating with Engineering and Product teams, creating support documentation, and automating tasks in a fintech company.
Summary Generated by Built In

EDGE (www.edgescore.com) is a B2B fintech on a mission to expand credit access for consumers historically unserved and underserved by the reports and scores of traditional credit bureaus. We’re doing this with risk analytics based on complementary alternative data that reveals a more complete financial picture.

Founded in 2021, Edge is part of a larger family of fintech brands that sits underneath our parent company, NinjaHoldings (www.ninjaholding.com). NinjaHoldings’ brands also include CreditNinja, a nationwide online consumer lending business established in 2017, and NinjaCard, a neobanking platform focused on consumers in the emerging credit space.

The EDGE business is at an inflection point where we’ve proven our platform’s value with early adopters and we’re ready to go full-throttle into our target markets. Elevating every aspect of our marketing efforts is a critical element in this planned ramp-up.

Production Support Engineers are part of the Operations department, and essentially fall into two roles. Most members are Tier 3 support focused on resolving Operations tickets. Their primary role is to investigate problems and restore service, typically on an individual customer basis. The second role has more development focused responsibilities, and may be called upon to work on Tier 4 support issues, while being strategically focused on automating Production Support and Operations work. Production Support Engineers do not interact directly with customers, but work daily with the Customer Service, Engineering, and Product teams.

Key Responsibilities:

  • Investigating potential bugs in the platform reported by Operations teams
  • Repairing damage caused by issues in the platform or its external vendors
  • Advising Operations on technical matters and automating tasks specific to their needs
  • Working with Engineering and Product teams to troubleshoot ongoing issues and inform future development and test cases
  • Consulting on platform features to make debugging, repair, and monitoring efficient.
  • Creating scripts to assist in debugging, repair, and monitoring. Leveraging standard monitoring tools by building alerts and monitoring dashboards.
  • Creating and maintaining support documentation of in-house knowledge and procedures

Requirements:

This person will investigate deep technical issues working alongside the Engineering team, and focus on the automation of Production Support and/or broader Operations support tasks wherever possible. It is a strategic goal of this position to be efficient and have high productivity within a small team size.

The right candidate meets the following:

  • 3+ years of professional experience (if not, be ready to demonstrate similar equivalency)
  • Experience with at least one programming language (i.e. Ruby, Python, JavaScript, etc)
  • Experience writing SQL
  • Fluent in Linux based command line environments
  • A talent for debugging and solving problems with practical solutions
  • Experience building, maintaining, operating, and debugging three tier web applications
  • Strong ability to assess, communicate and correct complex problems at a fast pace
  • Strong verbal and written communication skills

Additional Pluses, but not requirements:

  • Experience as tier 3 Production Support
  • Experience building and debugging Ruby on Rails applications
  • Extensive experience writing SQL for complex debugging and/or reporting purposes

Benefits:

  • Competitive salary and benefits package
  • Fun, fast-paced work environment
  • Dynamic start-up culture
  • Ability to make an immediate impact in a growth stage company
  • Convenient downtown Chicago office located in the heart of the city
  • Equal opportunity employer

IMPORTANT NOTICE:
Please carefully review communications to ensure that they are from the official Breezy applicant tracking platform (@breezy-mail.com) or an official NinjaHoldings brand email: @ninjaholdings.com, @creditninja.com, @ninjacard.com, or @edgescore.com. If you have been contacted regarding a job opening at NinjaHoldings from any other email address, including similar email variations, this is NOT a trusted source. We recommend that you refrain from responding to suspicious emails and file a complaint with the FBI's Internet Crime Complaint Center (IC3) at https://www.ic3.gov. For questions or to confirm the authenticity of a communication, please email hr @ninjaholdings.com.

Top Skills

JavaScript
Python
Ruby

What the Team is Saying

The Company
HQ: Chicago, IL
20 Employees
On-site Workplace
Year Founded: 2021

What We Do

EDGE is a data and analytics platform that harnesses bank transaction data to measure consumer credit risk. Founded in 2021, EDGE is part of a larger family of FinTech brands that sits underneath our parent company, NinjaHoldings (www.ninjaholding.com). NinjaHoldings’ brands also include CreditNinja, an online consumer lending business, and NinjaCard, a neobanking platform focused on consumers in the emerging credit space.

At our core, Edge is a cash flow bureau (versus a credit bureau). We have proprietary technology and data sets that allow us to extract predictive features from granular bank transaction data and measure the risk of a consumer. Our solutions are built on a massive data lake that uniquely combines performance data from over $500 million in loans with over 4 billion consumer-permissioned bank transactions, an “edge” that can only be replicated at considerable time and cost. We believe that we provide a benefit to lenders and consumers by providing a more accurate financial picture of consumers who are overlooked, or incorrectly scored by the traditional bureaus, ultimately opening up access to fairer, more accurately priced credit.

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EDGE Offices

OnSite Workspace

Typical time on-site: None
HQChicago, IL

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