Finance Domain Support Lead

Job Description This is a remote position. Finance Domain Support Lead 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 · Provide finance-domain support for production incidents involving accounting, close, reporting, FP&A, transaction support, analytics, or CFO-oriented workflows. · Help classify business-impact incidents accurately and determine when a live issue is materially important to users or stakeholders. · Translate finance process context into practical support guidance for engineering and support teams. Issue Interpretation & Escalation · Help distinguish software defects from data issues, workflow design gaps, process misunderstandings, and user enablement issues. · Support escalation decisions when issues affect finance outputs, trust, or operational credibility. · Partner with Product, Engineering, QA, and business stakeholders on higher-risk incidents. Practice Partnership · Act as the primary bridge from Production Support into the practices for finance-sensitive issue handling. · Coordinate with borrowed SMEs when deeper business input is required for a material incident or workflow question. · Help ensure production support reflects real business usage rather than only technical interpretation. Operational Improvement · Identify recurring issue patterns where technically working workflows still create business confusion, rework, or trust concerns. · Feed finance-domain support learnings back into QA, Product, and Engineering. · Help improve support playbooks, issue severity guidance, and business-facing communication quality. Requirements Required Qualifications · 7+ years of experience in finance transformation, controllership, FP&A, financial operations, transaction services, or a similar finance-centric role. · Strong understanding of finance processes, stakeholder expectations, and business materiality. · Experience working with technology teams, product teams, or transformation programs. · Ability to translate finance-domain issues into structured support guidance and escalation recommendations. · Strong judgment and credibility with both finance and technology stakeholders. · Bachelor's degree preferred; CPA or similar background is a plus. You Are · Business-minded, credible, and practical. · Strong at distinguishing technical correctness from real-world operational usefulness. · Comfortable making judgment calls in ambiguous finance-sensitive situations. · 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.