Senior Software Support Engineer Hands-on AI Troubleshooter

Top Dog Recruiting; Columbus (OH); Presencial; USD 95.000 - 130.000; Tempo integral

Resumo da vaga

Top Dog Recruiting is seeking a Senior Software Support Engineer for a mission-driven SaaS company in Columbus, OH. The role is hands-on and bound to production issues, including code, databases, and cloud infrastructure, with opportunities to improve reliability and customer experience.

You will own Tier 3 incidents, work with Rails/React/TypeScript, SQL/PostgreSQL, AWS, Docker, and Kubernetes, and collaborate across Eng, QA, DevOps, Product, and Support.

Qualificações

• 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.

Responsabilidades

• Own Tier 3 production support efforts, investigating and resolving escalated application issues from diagnosis through resolution.
• Troubleshoot and resolve issues involving Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and related technologies, including implementing targeted code fixes.
• Perform root-cause analysis across applications, databases, integrations, and infrastructure to prevent recurring issues.
• Collaborate with Software Engineering, QA, DevOps, Product, and Support to improve application stability, performance, and reliability.
• Develop scripts, tools, and AI-assisted solutions to streamline troubleshooting, diagnostics, and support processes.
• Contribute to software enhancements and modernization initiatives, including migration from legacy technologies to modern frameworks.
• Become a technical expert by developing deep knowledge of the company's SaaS applications and serving as a trusted resource for resolving challenging technical issues.
• Help mentor junior engineers, improve technical documentation, and establish best practices.

Conhecimentos

Troubleshooting

Analytical thinking

Communication skills

Cross-functional collaboration

Technical ownership

Formação

Bachelor's degree in Computer Science or equivalent

Ferramentas

Git

CI/CD

Logging & Monitoring

AWS

Docker

Kubernetes

SSO technologies

Playwright

GitHub Copilot

Claude

Descrição da vaga

Top Dog Recruiting is seeking a Senior Software Support Engineer for a mission-driven SaaS company in Columbus, OH. The role is hands-on and bound to production issues, including code, databases, and cloud infrastructure, with opportunities to improve reliability and customer experience.

You will own Tier 3 incidents, work with Rails/React/TypeScript, SQL/PostgreSQL, AWS, Docker, and Kubernetes, and collaborate across Eng, QA, DevOps, Product, and Support.