Tier-3 Software Support Lead (Hybrid – Dublin)

Northwoods; Dublin (OH); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

HSA medical

Disability insurance

Life insurance

401(k) match

Financial education

Wellness program

EAP program

Parental leave 12 weeks

Adoption reimbursement

Wellness reimbursement

PTO & holidays

Cell phone plan

Job summary

Northwoods is seeking a Senior Software Support Engineer to own Tier 3 production support for our SaaS applications in a hybrid Dublin, OH role. You will diagnose complex issues across code, databases, and infrastructure, while guiding engineers and collaborating with DevOps, QA, and product teams.

You’ll fix data/configuration issues, perform root-cause analysis, and author runbooks to reduce escalations. Expect hands-on work with Ruby on Rails, React/TypeScript, SQL, and AWS/Docker/Kubernetes

Qualifications

• 5+ years of hands-on software engineering, application support, or production support for SaaS applications.
• Strong troubleshooting skills with experience diagnosing production issues across application code, databases, and infrastructure.
• Hands-on experience with Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and familiarity with AngularJS.
• Experience with Git-based workflows, code review, CI/CD, logging, monitoring, and root-cause analysis.
• Working knowledge of AWS-hosted applications, Docker, Kubernetes, and SSO/identity technologies.
• Strong ownership and judgment with the ability to prioritize escalations and respond effectively to customer-impacting incidents.
• Excellent communication skills and the ability to explain complex technical issues to both technical and non-technical audiences.
• Experience using Claude, GitHub Copilot, or similar AI-assisted development tools.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Must be authorized to work in the U.S.

Responsibilities

• Own and prioritize the Tier 3 support queue, providing technical leadership from initial escalation through resolution.
• Reproduce and diagnose complex production issues using logs, metrics, traces, database queries, and other troubleshooting tools.
• Resolve data, configuration, and application issues, including small code fixes in Ruby on Rails and React/TypeScript.
• Identify root causes of recurring problems and drive permanent fixes in partnership with Engineering, QA, DevOps, Product, and Support.
• Serve as a technical subject-matter expert on Traverse and develop working knowledge of other Northwoods applications.
• Create and maintain runbooks, known-issue documentation, and support playbooks that help reduce repeat escalations.
• Automate repetitive support work using scripts, administrative tooling, and AI-assisted troubleshooting and diagnostics.
• Contribute to planned engineering work when support capacity allows, including modernization efforts such as AngularJS-to-React migration.
• Provide technical guidance to interns and junior engineers through pairing, code review, and well-defined technical work.

Skills

Ruby on Rails

React/TypeScript

SQL/PostgreSQL

AWS

Docker

Kubernetes

SSO/identity technologies

Git-based workflows

CI/CD

Troubleshooting

Communication

Ownership

Code review

AngularJS familiarity

AI-assisted tools

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

Playwright

GitHub Copilot

Job description

Northwoods is seeking a Senior Software Support Engineer to own Tier 3 production support for our SaaS applications in a hybrid Dublin, OH role. You will diagnose complex issues across code, databases, and infrastructure, while guiding engineers and collaborating with DevOps, QA, and product teams.

You’ll fix data/configuration issues, perform root-cause analysis, and author runbooks to reduce escalations. Expect hands-on work with Ruby on Rails, React/TypeScript, SQL, and AWS/Docker/Kubernetes