This is a remote position.

Reporting to Manager, Production Support & Service Reliability, bridges Production Support with the practices and helps distinguish bug vs data issue vs business-process issue vs user or training issue in finance-sensitive workflows. This role ensures live support decisions reflect real finance context, operational materiality, and credibility with the office of the CFO.

Key Responsibilities

Finance-Aware Production Support

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Provide finance-domain support for production incidents involving accounting, close, reporting, FP&A, transaction support, analytics, or CFO-oriented workflows.

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Help classify business-impact incidents accurately and determine when a live issue is materially important to users or stakeholders.

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Translate finance process context into practical support guidance for engineering and support teams.

Issue Interpretation & Escalation

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Help distinguish software defects from data issues, workflow design gaps, process misunderstandings, and user enablement issues.

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Support escalation decisions when issues affect finance outputs, trust, or operational credibility.

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Partner with Product, Engineering, QA, and business stakeholders on higher-risk incidents.

Practice Partnership

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Act as the primary bridge from Production Support into the practices for finance-sensitive issue handling.

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Coordinate with borrowed SMEs when deeper business input is required for a material incident or workflow question.

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Help ensure production support reflects real business usage rather than only technical interpretation.

Operational Improvement

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Identify recurring issue patterns where technically working workflows still create business confusion, rework, or trust concerns.

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Feed finance-domain support learnings back into QA, Product, and Engineering.

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Help improve support playbooks, issue severity guidance, and business-facing communication quality.

Requirements

Required Qualifications

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7+ years of experience in finance transformation, controllership, FP&A, financial operations, transaction services, or a similar finance-centric role.

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Strong understanding of finance processes, stakeholder expectations, and business materiality.

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Experience working with technology teams, product teams, or transformation programs.

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Ability to translate finance-domain issues into structured support guidance and escalation recommendations.

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Strong judgment and credibility with both finance and technology stakeholders.

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Bachelor's degree preferred; CPA or similar background is a plus.

You Are

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Business-minded, credible, and practical.

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Strong at distinguishing technical correctness from real-world operational usefulness.

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Comfortable making judgment calls in ambiguous finance-sensitive situations.

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A trusted bridge between the practices and the support organization.

Benefits

Salary plus performance-based bonus.

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education, certifications, cost of labor, and internal equity.