Production Support Engineer

NinjaHoldings was founded in 2017 by a team seeking to revolutionize the way everyday Americans interact with financial services. Through our CreditNinja and NinjaCard brands, we empower people overlooked by traditional financial institutions to take control of their finances via a full suite of digital banking and lending products, providing incentives and rewards along the way as we guide them on a path to financial improvement. Through our EDGE brand, we help companies better understand their customers by offering a package of bespoke underwriting, fraud detection, and analytics services. With offices in Chicago, Miami, and around the world through the power of remote work, we are a lean and innovative team always seeking like-minded talent to join us in our fight to disrupt consumer finance.

Job Summary
Production Support Engineers are part of the Operations department. Their primary focus is resolving Tier 3 operations tickets which typically involve investigating issues and restoring service on an individual customer basis. In addition, this role can also have 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 features for our internal Call Center web application used to manage our customer accounts
• 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. This person may also have a limited role developing features for our internal Call Center web application and working on production platform code.
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
• Flexible, remote work
• Fun, fast-paced work environment
• Dynamic start-up culture
• 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.