Senior Software Support Engineer - AI-Driven Fixes

Top Echelon Software, LLC

North Carolina

On-site

USD 90,000 - 150,000

Full time

3 days ago

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Job summary

Top Echelon Software, LLC is seeking a Senior Software Support Engineer to own complex production issues across SaaS platforms. This is a hands-on role involving application code, databases, integrations, and cloud infrastructure to diagnose root causes and implement durable solutions.

You will collaborate with Software Engineering, QA, DevOps, Product, and Support teams, contributing to automation, modernization, and AI-driven improvements while mentoring junior engineers and shaping best

Qualifications

5+ years of experience in software engineering, application support, or production support in a SaaS environment.
Hands-on troubleshooting 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 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.