Senior Software Support Engineer - Hands-on Troubleshooter

Genie Matthews and Associates; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

Genie Matthews and Associates seeks a Senior Software Support Engineer to own complex production issues across SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to diagnose, fix, and prevent problems, while driving automation and AI-assisted improvements.

You’ll collaborate with Software Engineering, QA, DevOps, Product, and Support teams to boost stability, performance, and customer experience, and you may contribute to modernization efforts and

Qualifications

• 5+ years of experience in software engineering, application support, or production support within a SaaS environment.
• Strong hands-on troubleshooting and debugging 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 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.
• Excellent communication and ability to collaborate across technical and nontechnical teams.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Responsibilities

• Own complex Tier 3 production support challenges from diagnosis to resolution.
• Troubleshoot and fix issues in Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and related tech.
• Perform root-cause analysis across apps, databases, integrations, and infrastructure.
• Collaborate with 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 software enhancements and modernization initiatives, migrating from legacy tech to modern frameworks.
• Mentor junior engineers, improve technical docs, and establish best practices.

Skills

Troubleshooting

Root-cause analysis

Analytical thinking

Communication

Technical ownership

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

GitHub Copilot / AI tools

Job description

Genie Matthews and Associates seeks a Senior Software Support Engineer to own complex production issues across SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to diagnose, fix, and prevent problems, while driving automation and AI-assisted improvements.

You’ll collaborate with Software Engineering, QA, DevOps, Product, and Support teams to boost stability, performance, and customer experience, and you may contribute to modernization efforts and