Senior Software Support Engineer: AI-Driven Troubleshooting

6 Degrees Search; North Carolina; On-site; USD 120,000 - 180,000; Full time

Job summary

6 Degrees Search is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You will work directly with application code, databases, and cloud infrastructure to diagnose, fix, and prevent issues, while contributing to automation and AI-powered diagnostics.

You’ll collaborate with engineering, QA, DevOps, and product teams to enhance stability and performance. The role blends support and development, offering deep technical ownership, opportunities

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.
• 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 from diagnosis to resolution.
• Get hands-on with code: troubleshoot and fix issues in Ruby on Rails, React/TypeScript, SQL/PostgreSQL.
• Perform root-cause analysis across applications, databases, integrations, and infrastructure.
• Collaborate with Software Engineering, QA, DevOps, Product, and Support to improve stability and reliability.
• Develop scripts, tools, and AI-assisted solutions to streamline troubleshooting and support processes.
• Contribute to product evolution through modernization initiatives and framework migrations.
• Become a technical expert on the company's SaaS applications and serve as a trusted resource.
• Mentor junior engineers and help improve technical documentation and best practices.

Skills

Troubleshooting

Root-cause analysis

Software ownership

Analytical thinking

Communication

Education

Bachelor's degree in Computer Science/Engineering or equivalent

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

Docker

Kubernetes

AWS

Authentication/SSO

Job description

6 Degrees Search is seeking a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You will work directly with application code, databases, and cloud infrastructure to diagnose, fix, and prevent issues, while contributing to automation and AI-powered diagnostics.

You’ll collaborate with engineering, QA, DevOps, and product teams to enhance stability and performance. The role blends support and development, offering deep technical ownership, opportunities