Senior Software Support Engineer - Hands-on, AI-Driven Fixes

Eden Capital Careers; North Carolina; On-site; USD 120,000 - 170,000; Full time

Job summary

Eden Capital Careers is seeking a Senior Software Support Engineer in the United States to own complex production issues across SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure, driving long-term solutions and product reliability.

You'll collaborate with engineering, QA, DevOps, Product, and Support, while mentoring juniors and contributing to automation, modernization, and AI-driven improvements to enhance customer experience.

Qualifications

• 5+ years in software engineering, application support, or production support in a SaaS environment.
• Strong hands-on troubleshooting across application code, databases, and infrastructure.
• Experience with Ruby on Rails, React, TypeScript, SQL/PostgreSQL; familiarity with AngularJS.
• Experience with Git, CI/CD pipelines, code reviews, logging, monitoring, and RCA.
• Working knowledge of AWS, Docker, Kubernetes, and authentication/SSO technologies.
• Experience with AI-assisted development tools such as GitHub Copilot or Claude.
• Strong analytical thinking, technical ownership, and ability to prioritize and resolve customer-impacting issues.
• Excellent communication and collaboration across technical and nontechnical teams.

Responsibilities

• Own complex technical challenges from diagnosis to resolution for Tier 3 production issues.
• Triage and troubleshoot code, databases, and infra; implement targeted fixes.
• Perform root-cause analysis to prevent recurrence across apps and integrations.
• Collaborate with Software Engineering, QA, DevOps, Product, and Support to improve stability.
• Develop scripts, tools, and AI-assisted solutions for troubleshooting and diagnostics.
• Contribute to product evolution through modernization initiatives and migration efforts.
• Become a technical expert on the company’s SaaS applications and mentor others.
• Improve technical documentation and establish best practices.

Skills

Troubleshooting

Analytical thinking

Code ownership

Cross-team collaboration

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Git

CI/CD

Logging

Monitoring

AWS

Docker

Kubernetes

Job description

Eden Capital Careers is seeking a Senior Software Support Engineer in the United States to own complex production issues across SaaS platforms. You will work hands-on with application code, databases, and cloud infrastructure, driving long-term solutions and product reliability.

You'll collaborate with engineering, QA, DevOps, Product, and Support, while mentoring juniors and contributing to automation, modernization, and AI-driven improvements to enhance customer experience.