Senior Software Support Engineer - Own Complex Tech Issues

Horan Hiring Solutions, LLC; North Carolina; On-site; USD 120,000 - 160,000; Full time

Job summary

Horan Hiring Solutions, LLC seeks a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to diagnose, fix, and prevent escalations, delivering reliable performance for customers.

You’ll pair with Software Engineering, QA, DevOps, and Product teams to drive automation, modernization, and AI-assisted improvements while mentoring peers and improving technical documentation.

Qualifications

• Own Tier 3 production support issues from diagnosis to resolution.
• Troubleshoot code in Ruby on Rails, React/TypeScript, and SQL.
• Perform root-cause analysis across apps, DBs and infra.
• Collaborate with Eng, QA, DevOps, Product and Support teams.
• Develop scripts and AI-assisted tools to streamline troubleshooting.

Responsibilities

• Lead complex production support efforts for SaaS platforms.
• Investigate escalated issues from diagnosis to fix.
• Implement targeted code fixes and automation.
• Mentor junior engineers and improve docs.

Skills

SaaS experience

Troubleshooting

Code ownership

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AWS

Docker

Kubernetes

Git

CI/CD

Job description

Horan Hiring Solutions, LLC seeks a Senior Software Support Engineer to own complex production issues across our SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to diagnose, fix, and prevent escalations, delivering reliable performance for customers.

You’ll pair with Software Engineering, QA, DevOps, and Product teams to drive automation, modernization, and AI-assisted improvements while mentoring peers and improving technical documentation.