Senior SaaS Support Engineer: Own Complex Production Issues

Barrette Workforce Solutions, LLC; Columbus (OH); On-site; USD 120,000 - 150,000; Full time

Job summary

Barrette Workforce Solutions, LLC is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure to diagnose and fix root causes, while driving improvements in reliability and performance.

You will collaborate with cross-functional teams to advance modernization, automation, and AI-assisted troubleshooting, and you may contribute to development tasks and tooling to

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

Skills

Troubleshooting

Collaborative

Analytical thinking

Technical ownership

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

AI-assisted development tools

Job description

Barrette Workforce Solutions, LLC is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure to diagnose and fix root causes, while driving improvements in reliability and performance.

You will collaborate with cross-functional teams to advance modernization, automation, and AI-assisted troubleshooting, and you may contribute to development tasks and tooling to