Senior Software Support Engineer: AI-Driven Reliability

True North Consultants, Inc.; North Carolina; Hybrid; USD 90,000 - 140,000; Full time

Job summary

True North Consultants, Inc. is seeking a Senior Software Support Engineer to own complex production issues across SaaS platforms. You will work directly with code, databases, and cloud infrastructure to implement long-term fixes and improve reliability.

The role blends support with development, automation, and modernization, with opportunities to mentor peers and contribute to AI-driven diagnostics. A strong bias for action and collaborative mindset is essential.

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 RCA.
• AWS, Docker, Kubernetes, and SSO authentication knowledge.
• Experience with AI-assisted development tools like Copilot/ Claude.
• Strong analytical thinking and technical ownership; effective communicator.
• Bachelor's degree in CS/Engineering or equivalent experience.

Responsibilities

• Own Tier 3 production support, diagnose escalated issues end-to-end.
• Troubleshoot code and fix root causes across platforms.
• Perform root-cause analysis across apps, DBs, and integrations.
• Collaborate with Software Eng, QA, DevOps, Product, and Support.
• Develop scripts, tools, and AI-assisted solutions for troubleshooting.
• Contribute to product evolution and modernization efforts.
• Build deep knowledge of SaaS applications and serve as expert.
• Mentor junior engineers and improve technical documentation.

Skills

Troubleshooting

Root-cause analysis

Communication

Collaboration

Mentoring

Education

Bachelor's degree in Computer Science or equivalent

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

Git

CI/CD

AWS

Docker

Kubernetes

AI-assisted tools

Job description

True North Consultants, Inc. is seeking a Senior Software Support Engineer to own complex production issues across SaaS platforms. You will work directly with code, databases, and cloud infrastructure to implement long-term fixes and improve reliability.

The role blends support with development, automation, and modernization, with opportunities to mentor peers and contribute to AI-driven diagnostics. A strong bias for action and collaborative mindset is essential.