Software Engineer, Production Support

Fieldguide; United States; On-site; USD 80,000 - 115,000; Full time

Job summary

Fieldguide is seeking a Software Engineer for Production Support to debug complex product issues and improve system reliability. This role involves collaborating with engineers and support teams, shipping fixes, and translating customer feedback into actionable tasks. Ideal candidates will have 2+ years of relevant experience, familiarity with modern web technologies like TypeScript and React, and the ability to communicate effectively with both technical and non-technical audiences.

Qualifications

• 2+ years of experience in Software Engineering or Technical Product Support.
• Familiarity with TypeScript, React, Node.js, and Python.
• Experience debugging across frontend and backend systems.

Responsibilities

• Investigate escalations across frontend, APIs, and data flows.
• Write and ship small-to-medium fixes.
• Act as the technical escalation point for support representatives.

Skills

Debugging complex issues

Effective communication

Experience with modern web technologies

Working with relational databases

Tools

TypeScript

React

Node.js

Python

GraphQL

PostgreSQL

Job description

About the Role

We are building a new engineering‑led production support function, and as a Software Engineer, Production Support, you will operate at the intersection of support, product, and engineering. Your primary focus will be to debug complex product issues, ship fixes, and improve overall system reliability — serving as the technical escalation layer that helps our support team resolve issues quickly and eliminate them at the root.

You will be part of a dedicated production support pod, working alongside engineers and support teammates to tackle real issues in production, bridging the gap between customer‑facing challenges and long‑term engineering solutions.

What You’ll Do:

Debug & Resolve Complex Issues

• Investigate escalations across frontend (JavaScript), APIs, and data flows
• Reproduce issues and identify root causes
• Work across the stack to understand system behavior

Ship Fixes & Improvements

• Write and ship small‑to‑medium fixes (PRs)
• Improve reliability and reduce repeat issues
• Contribute incremental product improvements

Support the Support Team

• Act as the technical escalation point for support representatives
• Provide clear guidance and unblock issues quickly
• Help improve debugging workflows and internal playbooks

Contribute to Customer Feedback Execution

• Translate structured customer feedback into actionable technical issues
• Provide T-shirt sizing (S / M / L) from an engineering perspective
• Identify small, high‑impact fixes that can be shipped quickly
• Help close the loop on resolved issues

Drive Systemic Improvements

• Identify recurring issues and eliminate them
• Improve logging, observability, and debugging processes
• Build lightweight tooling or scripts to improve efficiency

What You Are:

• 2+ years of experience in Software Engineering, Developer Support / DevEx, Solutions Engineering, or Technical Product Support ideally for a B2B SaaS platform.
• Familiarity with modern web technologies such as TypeScript, React, Node.js, Python, GraphQL.
• Experience working with relational databases (e.g. PostgreSQL), including: understanding data models, writing/​debugging SQL queries, investigating data inconsistencies.
• Comfortable reading and navigating production codebases.
• Experience debugging across: browser dev tools, APIs and network requests, frontend UI/state issues, backend data flows and database interactions.
• Effective communication with an ability to code‑switch between technical and non‑technical audiences.
• Experience shipping code (PRs, fixes, and small features).