Senior Software Support Engineer

Your Talent Team; North Carolina; On-site; USD 110,000 - 160,000; Full time

Job summary

Your Talent Team seeks a Senior Software Support Engineer to Own complex production issues across SaaS platforms, including code, DBs, and cloud infra. You’ll troubleshoot, root-cause, and implement long-term solutions while collaborating with engineering and product teams.

You’ll also drive automation, contribute to modernization, and mentor teammates as you expand technical knowledge and customer impact. Strong preferences for hands-on development and AI-assisted tooling.

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 root-cause analysis.
• AWS, Docker, Kubernetes, and authentication/SSO knowledge.
• Experience with AI-assisted development tools like GitHub Copilot or Claude.
• Strong analytical thinking, technical ownership, and customer-impact resolution.
• Excellent communication and cross-functional collaboration.
• Bachelor's degree in CS/Engineering or equivalent experience.

Responsibilities

• Own Tier 3 production support, guiding issues from diagnosis to resolution.
• Troubleshoot across code, databases, and infrastructure; implement fixes.
• Perform root-cause analysis to prevent recurring issues.
• Collaborate with Software Eng, QA, DevOps, Product, and Support to boost stability.
• Develop scripts, tools, and AI-assisted solutions to streamline troubleshooting.
• Contribute to product evolution and modernization initiatives.
• Grow deep knowledge of the SaaS applications and assist others.
• Mentor junior engineers and improve technical documentation.

Skills

Troubleshooting

Analytical thinking

Communication skills

Ownership

Education

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

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

Playwright

GitHub Copilot / AI 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.