Senior Software Support Engineer - Own Complex SaaS Issues

United Future; North Carolina; On-site; USD 120,000 - 160,000; Full time

Job summary

United Future in North Carolina seeks a Senior Software Support Engineer who thrives on deep debugging and owning complex production issues across SaaS platforms.

You will work directly with application code, databases, and cloud infrastructure, developing targeted fixes and automation to improve stability and performance.

This hands-on role blends support with development, offering opportunities to mentor peers and contribute to AI-driven improvements in a collaborative engineering team.

Qualifications

• 5+ years in software or production support within a SaaS environment.
• Strong hands-on troubleshooting 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.

Skills

SaaS Support

Troubleshooting

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

AWS

Docker

Kubernetes

Git & CI/CD

AI-assisted tools

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Git

CI/CD

AWS

Docker

Kubernetes

Job description

United Future in North Carolina seeks a Senior Software Support Engineer who thrives on deep debugging and owning complex production issues across SaaS platforms.

You will work directly with application code, databases, and cloud infrastructure, developing targeted fixes and automation to improve stability and performance.

This hands-on role blends support with development, offering opportunities to mentor peers and contribute to AI-driven improvements in a collaborative engineering team.