Lead Software Support Engineer — Own Complex, AI-Driven Solutions

Sun Recruiting, Inc.; Columbus (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Sun Recruiting, Inc. is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms.

You’ll work directly with application code, databases, and cloud infrastructure to diagnose, fix, and prevent escalations, while contributing to automation and modernization efforts. You will collaborate with Engineering, QA, DevOps, Product, and Support teams to improve reliability and customer experience, mentoring others and helping advance best practices.

Qualifications

• 5+ years of experience in software engineering, application support, or production support within a SaaS environment.
• Hands-on troubleshooting across application code, databases and infrastructure.
• Experience with Ruby on Rails, React, TypeScript, SQL/PostgreSQL and familiarity with AngularJS.
• Experience with Git, CI/CD pipelines, code reviews, logging, monitoring and root-cause analysis.
• AWS, Docker, Kubernetes, and authentication/SSO knowledge.
• Experience with AI-assisted development tools like GitHub Copilot or Claude.

Responsibilities

• Own complex technical challenges: lead Tier 3 production support from diagnosis to resolution.
• Get hands-on with code: troubleshoot issues across Rails, React/TypeScript, SQL/PostgreSQL; implement fixes.
• Perform root-cause analysis across apps, databases, integrations, and infrastructure.
• Collaborate with Software Engineering, QA, DevOps, Product, and Support to improve stability and performance.
• Drive automation and innovation: develop scripts, tools, and AI-assisted solutions.
• Contribute to product evolution: modernize legacy tech to modern frameworks.
• Become a technical expert in the company’s SaaS applications.
• Mentor junior engineers and improve technical documentation.

Skills

Troubleshooting

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

Git

CI/CD

AWS

Docker

Kubernetes

AI-assisted tools

Communication skills

Education

Bachelor's degree in Computer Science or Engineering

Tools

Playwright

Job description

Sun Recruiting, Inc. is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms.

You’ll work directly with application code, databases, and cloud infrastructure to diagnose, fix, and prevent escalations, while contributing to automation and modernization efforts. You will collaborate with Engineering, QA, DevOps, Product, and Support teams to improve reliability and customer experience, mentoring others and helping advance best practices.