Senior Software Support Engineer

Acloché LLC; North Carolina; Sur place; USD 120 000 - 150 000; Plein temps

Résumé du poste

Acloché LLC is seeking a Senior Software Support Engineer in North Carolina. You will own complex production issues across SaaS platforms, work directly with application code, and implement durable fixes.

You’ll troubleshoot Ruby on Rails, React/TypeScript, and SQL/PostgreSQL, while collaborating with cross-functional teams to boost reliability and performance. You’ll also contribute to automation, modernization, and AI-driven improvements, mentoring peers, and shaping best practices across

Qualifications

• 5+ years of software engineering, application support, or production support in a SaaS environment.
• Hands-on troubleshooting across code, databases, and infrastructure.
• Experience with Ruby on Rails, React, TypeScript, SQL/PostgreSQL; familiarity with AngularJS.
• Experience with Git, CI/CD, logging/monitoring, and root-cause analysis.
• Working knowledge of AWS, Docker, Kubernetes, and authentication/SSO.
• Experience using AI-assisted development tools such as GitHub Copilot or Claude.
• Strong analytical thinking and technical ownership; ability to prioritize customer-impacting issues.
• Excellent communication across technical and nontechnical teams.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Responsabilités

• Own Tier 3 production support, investigating escalated issues through resolution.
• Troubleshoot and fix issues in Ruby on Rails, React/TypeScript, and SQL/PostgreSQL code.
• Perform root-cause analysis across apps, databases, integrations, and infra.
• Collaborate with Software Eng, QA, DevOps, Product, and Support to improve stability.
• Develop scripts, tools, and AI-assisted solutions to streamline troubleshooting.
• Contribute to product evolution and modernization initiatives.
• Grow as a technical expert and mentor junior engineers.
• Improve technical documentation and establish best practices.

Connaissances

SaaS troubleshooting

Root-cause analysis

Analytical thinking

Communication

Debugging

Formation

Bachelor's degree in CS/Engineering

Outils

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

SSO authentication

GitHub Copilot (AI tools)

Description du poste

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.