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

The Keystone Distinction Group; North Carolina; On-site; USD 105,000 - 140,000; Full time

Job summary

The Keystone Distinction Group is seeking a Senior Software Support Engineer to own complex production issues across its SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to identify root causes and implement lasting solutions.

Ideal candidates have 5+ years in SaaS environments, strong debugging skills across Ruby on Rails, React/TypeScript, and SQL/PostgreSQL, plus experience with AWS, Docker, Kubernetes, and AI-assisted tools.

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, investigating and resolving escalated application issues from diagnosis through resolution.
• Get hands-on with code: Troubleshoot and resolve issues involving Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and related technologies, including implementing targeted code fixes.
• Solve problems at their source: Perform root-cause analysis across applications, databases, integrations, and infrastructure to prevent recurring issues.
• Collaborate with engineering teams: Partner with Software Engineering, QA, DevOps, Product, and Support to improve application stability, performance, and reliability.
• Drive automation and innovation: Develop scripts, tools, and AI-assisted solutions to streamline troubleshooting, diagnostics, and support processes.
• Contribute to product evolution: Participate in software enhancements and modernization initiatives, including migration from legacy technologies to modern frameworks.
• Become a technical expert: Develop deep knowledge of the company's SaaS applications and serve as a trusted resource for resolving challenging technical issues.
• Share your expertise: Help mentor junior engineers, improve technical documentation, and establish best practices.

Job description

The Keystone Distinction Group is seeking a Senior Software Support Engineer to own complex production issues across its SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to identify root causes and implement lasting solutions.

Ideal candidates have 5+ years in SaaS environments, strong debugging skills across Ruby on Rails, React/TypeScript, and SQL/PostgreSQL, plus experience with AWS, Docker, Kubernetes, and AI-assisted tools.