Senior Software Support Engineer: AI-Driven Troubleshooter

Essenti Talent; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

Essenti Talent is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure to diagnose root causes and deliver lasting improvements in reliability and customer experience.

You will collaborate with Engineering, QA, DevOps, and Product teams, contribute to modernization efforts and automation, and mentor junior engineers while advancing AI-assisted solutions.

Qualifications

• 5+ years in software engineering or production support within a SaaS environment.
• Hands-on troubleshooting across application code, databases, and infrastructure.
• Experience with Ruby on Rails, React/TypeScript, and SQL/PostgreSQL.

Responsibilities

• Own Tier 3 production support, diagnosing and resolving escalated issues end-to-end.
• Troubleshoot and fix code in Rails, React/TypeScript, and related tech stacks.
• Perform root-cause analysis across apps, data stores, and integrations.
• Collaborate with Engineering, QA, DevOps, Product, and Support to improve stability.
• Develop scripts and AI-assisted tooling to automate troubleshooting.
• Participate in modernization efforts, migrating from legacy to modern frameworks.

Skills

5+ years SaaS experience

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

Git

CI/CD pipelines

AI-assisted development tools

Education

Bachelor’s degree in Computer Science/Engineering or equivalent

Tools

AWS

Docker

Kubernetes

AngularJS

Job description

Essenti Talent is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure to diagnose root causes and deliver lasting improvements in reliability and customer experience.

You will collaborate with Engineering, QA, DevOps, and Product teams, contribute to modernization efforts and automation, and mentor junior engineers while advancing AI-assisted solutions.