Senior Software Support Engineer

True North Consultants, Inc.; North Carolina; Hybrid; USD 90,000 - 140,000; Full time

Job summary

True North Consultants, Inc. is seeking a Senior Software Support Engineer to own complex production issues across SaaS platforms. You will work directly with code, databases, and cloud infrastructure to implement long-term fixes and improve reliability.

The role blends support with development, automation, and modernization, with opportunities to mentor peers and contribute to AI-driven diagnostics. A strong bias for action and collaborative mindset is essential.

Qualifications

• 5+ years in software engineering, application support, or production support in SaaS.
• Hands-on troubleshooting across code, databases, and infra.
• Experience with Ruby on Rails, React, TypeScript, SQL/PostgreSQL; AngularJS familiarity.
• Git, CI/CD, code reviews, logging, monitoring, and RCA.
• AWS, Docker, Kubernetes, and SSO authentication knowledge.
• Experience with AI-assisted development tools like Copilot/ Claude.
• Strong analytical thinking and technical ownership; effective communicator.
• Bachelor's degree in CS/Engineering or equivalent experience.

Responsibilities

• Own Tier 3 production support, diagnose escalated issues end-to-end.
• Troubleshoot code and fix root causes across platforms.
• Perform root-cause analysis across apps, DBs, and integrations.
• Collaborate with Software Eng, QA, DevOps, Product, and Support.
• Develop scripts, tools, and AI-assisted solutions for troubleshooting.
• Contribute to product evolution and modernization efforts.
• Build deep knowledge of SaaS applications and serve as expert.
• Mentor junior engineers and improve technical documentation.

Skills

Troubleshooting

Root-cause analysis

Communication

Collaboration

Mentoring

Education

Bachelor's degree in Computer Science or equivalent

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

Git

CI/CD

AWS

Docker

Kubernetes

AI-assisted tools

Job description

Senior Software Support Engineer

Solve Complex Problems. Own Technical Solutions. Make a Real Impact.

Are you an experienced Software Engineer who enjoys digging into challenging technical problems, understanding how systems work, and finding solutions that make a lasting difference?

We're partnering with a growing, mission-driven SaaS technology company seeking a Senior Software Support Engineer to take ownership of complex production issues across its software platforms. This is an excellent opportunity for someone who thrives on troubleshooting, enjoys hands-on development, and wants to have a meaningful impact on product reliability, performance, and the customer experience.

This isn't a traditional help desk or support position. It's a hands-on engineering role where you'll work directly with application code, databases, integrations, and cloud infrastructure to solve challenging problems, identify root causes, and implement long-term solutions.

You'll also have opportunities to contribute to software development, application modernization, automation, and AI-driven improvements while working alongside a collaborative engineering team.

What You'll Be Doing

• 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.

What We’re Looking For

• 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.

Additional Experience That Would Be Valuable

• Supporting enterprise SaaS applications in regulated or compliance-focused environments.

• Experience with SOC 2 or HIPAA requirements.

• Application modernization, particularly AngularJS-to-React migrations.

• Automated testing tools such as Playwright.

• Developing AI-assisted support or diagnostic tools.

• Mentoring junior engineers or interns.

Why This Opportunity Stands Out

Meaningful Technical Ownership: You'll have the autonomy to investigate challenging issues, determine root causes, and implement solutions rather than simply escalating problems to another team.

A Blend of Support and Development: Stay hands-on with modern software technologies while contributing to development projects, automation, and application modernization.

Opportunity to Work with AI: Join an engineering organization that embraces AI-assisted development and encourages using emerging technologies to improve productivity and technical solutions.

Collaborative, Supportive Culture: Work with a team that values technical expertise, knowledge sharing, professional growth, and a healthy work/life balance.

Work That Matters: Be part of a mission-driven organization developing technology that helps professionals work more efficiently and deliver better outcomes to the communities they serve.