Senior Software Support Engineer: AI-Driven, Hands-On

Top Echelon Software, LLC; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Top Echelon Software, LLC is seeking a Senior Software Support Engineer to own complex production issues across its SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure to diagnose root causes and implement sustainable solutions.

You'll contribute to development, modernization, automation, and AI-driven improvements while collaborating with a collective engineering team to improve reliability, performance, and customer impact.

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.
• 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.

Skills

Troubleshooting

Technical ownership

Communication

Collaboration

Education

Bachelor's degree or equivalent practical experience

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

GitHub Copilot

Claude

Job description

Top Echelon Software, LLC is seeking a Senior Software Support Engineer to own complex production issues across its SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure to diagnose root causes and implement sustainable solutions.

You'll contribute to development, modernization, automation, and AI-driven improvements while collaborating with a collective engineering team to improve reliability, performance, and customer impact.