Senior SaaS Support Engineer — AI & Automation

CareerNerds, LLC; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

CareerNerds, LLC is seeking a Senior Software Support Engineer to own and resolve complex production issues across our SaaS platforms. This hands-on role requires working directly with application code, databases, and cloud infrastructure to diagnose root causes and implement lasting solutions.

You'll collaborate with Software Engineering, QA, DevOps, Product, and Support teams to improve stability and performance, while contributing to modernization efforts and AI-assisted enhancements.

Qualifications

• 5+ years of experience in software engineering, application support, or production support within a SaaS environment.
• Strong hands-on troubleshooting and debugging skills 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.

Responsibilities

• Own complex technical challenges: Lead Tier 3 production support efforts, investigating and resolving escalated application issues from diagnosis through resolution.
• Get hands-on with code: Troubleshoot and resolve issues involving Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and related technologies, including implementing targeted code fixes.
• Solve problems at their source: Perform root-cause analysis across applications, databases, integrations, and infrastructure to prevent recurring issues.
• Collaborate with engineering teams: Partner with Software Engineering, QA, DevOps, Product, and Support to improve application stability, performance, and reliability.
• Drive automation and innovation: Develop scripts, tools, and AI-assisted solutions to streamline troubleshooting, diagnostics, and support processes.
• Contribute to product evolution: Participate in software enhancements and modernization initiatives, including migration from legacy technologies to modern frameworks.
• Become a technical expert: Develop deep knowledge of the company's SaaS applications and serve as a trusted resource for resolving challenging technical issues.
• Share your expertise: Help mentor junior engineers, improve technical documentation, and establish best practices.

Skills

Ruby on Rails

React

TypeScript

SQL

PostgreSQL

AWS

Docker

Kubernetes

Git

CI/CD

AI-assisted tooling

Education

Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

Tools

Git

Playwright

Job description

CareerNerds, LLC is seeking a Senior Software Support Engineer to own and resolve complex production issues across our SaaS platforms. This hands-on role requires working directly with application code, databases, and cloud infrastructure to diagnose root causes and implement lasting solutions.

You'll collaborate with Software Engineering, QA, DevOps, Product, and Support teams to improve stability and performance, while contributing to modernization efforts and AI-assisted enhancements.