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

Acloché LLC; North Carolina; On-site; USD 120,000 - 150,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

SaaS troubleshooting

Root-cause analysis

Analytical thinking

Communication

Debugging

Education

Bachelor's degree in CS/Engineering

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

SSO authentication

GitHub Copilot (AI tools)

Job description

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