Senior ROR Product Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and resolve intricate production challenges involving Ruby on Rails, PostgreSQL, background jobs, APIs, and third-party integrations by utilizing logs, stack traces, database queries, and debugging tools.

• Conduct root cause analysis for production incidents and work collaboratively with Engineering, Product, QA, and Customer Support teams to find resolutions.

• Identify and troubleshoot PostgreSQL issues such as slow queries, data inconsistencies, database locks/deadlocks, connection problems, indexing, and data-related challenges.

• Resolve issues related to REST APIs, webhooks, authentication, data synchronization, and third-party integrations, including Stripe and AWS S3.

• Provide support and troubleshooting for applications deployed on Heroku, covering dynos, workers, deployments, configuration/environment variables, logs, build failures, and overall application performance.

• Investigate issues pertaining to Stripe payments, subscriptions, refunds, and webhooks, including discrepancies between Stripe and application data.

• Analyze issues reported by customers, trace problems through both application and database layers, reproduce issues, and deliver fixes or workarounds.

• Implement small-to-medium code adjustments, SQL queries, scripts, configuration updates, and production fixes as needed.

• Monitor ongoing production issues and identify potential improvements to application stability, performance, monitoring, and support processes.

• Generate and maintain technical documentation, troubleshooting guides, runbooks, and root cause analysis reports.

⛳️ Requirements

• Candidates must be willing and comfortable to work night shifts.

• A minimum of 4 years of experience in technical support, application support, production support, or a comparable engineering role.

• Extensive hands-on experience with Ruby/Ruby on Rails and debugging web applications.

• Strong understanding of PostgreSQL and SQL, including query analysis and troubleshooting capabilities.

• Experience with Heroku or other similar cloud application hosting platforms.

• Good knowledge of REST APIs, HTTP, JSON, webhooks, and third-party integrations.

• Familiarity with AWS S3 and cloud-based services.

• Knowledge of Stripe APIs, payments, subscriptions, and webhooks is highly preferred.

• Practical knowledge of Git, background jobs, caching, Linux/Unix, and application performance troubleshooting.

• Strong analytical and problem-solving aptitude with the ability to independently investigate and resolve complex technical issues.

• Excellent communication skills with the ability to effectively collaborate with Engineering, Product, QA, and Customer Support teams.

• Experience supporting large monolithic Rails applications in a production environment.

• Familiarity with monitoring/logging tools and production incident management.

• Understanding of CI/CD, automated deployments, and application performance monitoring.

• Experience in writing scripts or automation to minimize repetitive support and troubleshooting tasks.

🏝️ Benefits

• Startup culture that fosters growth opportunities.

• Performance-based bonuses.

• Company stock options.

• Comprehensive health, dental, and vision insurance plans.

• Support for career development expenses.

• Opportunities for volunteering and educational support for children, as well as skills development for adults.