Senior Software Support Engineer — AI-Driven Troubleshooting

ExcelliSearch, Inc.; North Carolina; On-site; USD 110,000 - 165,000; Full time

Job summary

ExcelliSearch, Inc. is seeking a Senior Software Support Engineer in North Carolina to own Tier 3 production issues, troubleshoot across Rails, React, TypeScript, and SQL/PostgreSQL, and partner with Engineering, QA, and DevOps to improve stability and performance.

You'll build automation, contribute to modernization initiatives, and become a technical expert while mentoring junior engineers and shaping best practices in a fast-paced SaaS environment.

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.

Responsibilities

• Own complex technical challenges: Lead Tier 3 production support efforts, investigating and resolving escalated issues.
• Get hands-on with code: Troubleshoot and resolve issues involving Rails, React/TypeScript, SQL/PostgreSQL, and related tech.
• Perform root-cause analysis across applications, databases, integrations, and infrastructure.
• Collaborate with engineering teams to improve stability, performance, and reliability.
• Drive automation and AI-assisted solutions to streamline troubleshooting and support processes.
• Contribute to product evolution through modernization initiatives and migrations.

Skills

Troubleshooting

Analytical thinking

Communication

Ownership

Education

Bachelor's degree in Computer Science or equivalent

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

Docker

Kubernetes

AWS

Playwright

Job description

ExcelliSearch, Inc. is seeking a Senior Software Support Engineer in North Carolina to own Tier 3 production issues, troubleshoot across Rails, React, TypeScript, and SQL/PostgreSQL, and partner with Engineering, QA, and DevOps to improve stability and performance.

You'll build automation, contribute to modernization initiatives, and become a technical expert while mentoring junior engineers and shaping best practices in a fast-paced SaaS environment.