Senior Tier-3 Production Support Engineer - AI-Driven

Client Growth Resources, Inc; Columbus (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

Client Growth Resources, Inc. is seeking a Senior Software Support Engineer in Columbus to own complex production issues across its SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to diagnose root causes and implement durable solutions.

The role blends support with development, offering opportunities to modernize applications, automate troubleshooting, and contribute to AI-driven improvements while collaborating with a skilled engineering team.

Qualifications

• 5+ years of experience in software engineering, application support, or production support within a SaaS environment.
• Hands-on troubleshooting across application code, databases, and infrastructure.
• Experience with Ruby on Rails, React, TypeScript, SQL/PostgreSQL, and AngularJS.
• Experience with Git, CI/CD, logging, monitoring, and root-cause analysis.
• Cloud experience with AWS, Docker, Kubernetes, and authentication/SSO.
• 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 skills and the ability to collaborate across technical and nontechnical teams.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Responsibilities

• Lead 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.
• Partner 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.
• Participate in software enhancements and modernization initiatives, including migration from legacy technologies to modern frameworks.
• Develop deep knowledge of the company's SaaS applications and serve as a trusted resource for resolving challenging technical issues.
• Help mentor junior engineers, improve technical documentation, and establish best practices.

Skills

Troubleshooting

SaaS experience

Analytical thinking

Ownership

Communication

Education

Bachelor's degree in CS or related

Tools

Ruby on Rails

React

TypeScript

SQL/PostgreSQL

AngularJS

Git

CI/CD

AWS

Docker

Kubernetes

AI tools (Copilot/Claude)

Job description

Client Growth Resources, Inc. is seeking a Senior Software Support Engineer in Columbus to own complex production issues across its SaaS platforms. You’ll work hands-on with application code, databases, and cloud infrastructure to diagnose root causes and implement durable solutions.

The role blends support with development, offering opportunities to modernize applications, automate troubleshooting, and contribute to AI-driven improvements while collaborating with a skilled engineering team.