Senior SaaS Support Engineer - Hands-on, AI-Driven

Red Seal Recruiting Ltd.; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Red Seal Recruiting Ltd. is seeking a Senior Software Support Engineer to own complex production issues across its SaaS platforms.

This hands-on role works directly with application code, databases, integrations, and cloud infrastructure to identify root causes and implement lasting improvements. You will collaborate with Software Engineering, QA, DevOps, Product, and Support teams, develop automation and AI-assisted tools, and contribute to modernization efforts, including migrations from

Qualifications

• 5+ years of experience in software engineering, application support, or production support within a SaaS environment.
• Strong hands-on troubleshooting and debugging 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.
• Working knowledge of AWS, Docker, Kubernetes, and authentication/SSO technologies.
• Experience leveraging AI-assisted development tools such as GitHub Copilot, Claude, or similar technologies.
• Strong analytical thinking, technical ownership, and the ability to prioritize and resolve customer-impacting issues.
• Excellent communication skills and the ability to collaborate across technical and nontechnical teams.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Responsibilities

• Own complex technical challenges: Lead Tier 3 production support from diagnosis to resolution.
• Get hands-on with code: Troubleshoot issues involving Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and implement fixes.
• Perform root-cause analysis across applications, databases, integrations, and infrastructure to prevent recurrence.
• Collaborate with engineering teams: work with Software Engineering, QA, DevOps, Product, and Support.
• Drive automation and innovation: develop scripts and AI-assisted solutions to streamline troubleshooting.
• Contribute to product evolution: participate in software enhancements and modernization initiatives.
• Become a technical expert: develop deep knowledge of SaaS apps and serve as a trusted resource.
• Share your expertise: mentor junior engineers and improve technical documentation.

Skills

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

Logging

Monitoring

Root-cause analysis

AWS

Docker

Kubernetes

SSO

AI-assisted tools

Communication

Education

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

Tools

GitHub Copilot

Claude AI

Job description

Red Seal Recruiting Ltd. is seeking a Senior Software Support Engineer to own complex production issues across its SaaS platforms.

This hands-on role works directly with application code, databases, integrations, and cloud infrastructure to identify root causes and implement lasting improvements. You will collaborate with Software Engineering, QA, DevOps, Product, and Support teams, develop automation and AI-assisted tools, and contribute to modernization efforts, including migrations from