Product Support Engineer

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