Senior ROR Product Technical Support Engineer

United Statessenior

Technical Support EngineerCustomer

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Quick Summary

Key Responsibilities

· Troubleshoot complex production issues across Ruby on Rails, PostgreSQL, background jobs, APIs, and third-party integrations using logs, stack traces, database queries, and debugging tools.

Technical Tools

Technical Support EngineerCustomer

Job Title: Senior ROR Product Technical Support Engineer
Location: Remote

Note: Candidates must be willing and comfortable to work night shifts.

Job Summary:
We are looking for a Senior Product Technical Support Engineer with strong hands-on debugging and problem-solving skills to support and troubleshoot a large-scale Ruby on Rails monolithic application. You will work across the application, database, integrations, and hosting layers to diagnose complex production issues and ensure a reliable customer experience.
Key Responsibilities:
· Troubleshoot complex production issues across Ruby on Rails, PostgreSQL, background jobs, APIs, and third-party integrations using logs, stack traces, database queries, and debugging tools.
· Perform root cause analysis (RCA) for production incidents and work closely with Engineering, Product, QA, and Customer Support teams to drive issues to resolution.
· Diagnose PostgreSQL issues including slow queries, data inconsistencies, database locks/deadlocks, connection issues, indexing, and data-related problems.
· Troubleshoot REST APIs, webhooks, authentication, data synchronization, and third-party integrations, including Stripe and AWS S3.
· Support and troubleshoot applications hosted on Heroku, including dynos, workers, deployments, configuration/environment variables, logs, build failures, and application performance.
· Investigate Stripe payment, subscription, refund, and webhook-related issues, including discrepancies between Stripe and application data.
· Analyze customer-reported issues, trace problems through the application and database layers, reproduce issues, and provide appropriate fixes or workarounds.
· Make small-to-medium code fixes, SQL queries, scripts, configuration changes, and production fixes where required.
· Monitor recurring production issues and proactively identify opportunities to improve application stability, performance, monitoring, and support processes.
· Create and maintain technical documentation, troubleshooting guides, runbooks, and RCA reports.

Required Skills & Experience:
· 4+ years of experience in technical support, application support, production support, or a similar engineering role.
· Strong hands-on experience with Ruby/Ruby on Rails and debugging web applications.
· Strong knowledge of PostgreSQL and SQL, including query analysis and troubleshooting.
· Experience with Heroku or similar cloud application hosting platforms.
· Good understanding of REST APIs, HTTP, JSON, webhooks, and third-party integrations.
· Experience working with AWS S3 and cloud-based services.
· Familiarity with Stripe APIs, payments, subscriptions, and webhooks is highly desirable.
· Working knowledge of Git, background jobs, caching, Linux/Unix, and application performance troubleshooting.
· Strong analytical and problem-solving skills with the ability to independently investigate and resolve complex technical issues.
· Excellent communication skills and the ability to collaborate effectively with Engineering, Product, QA, and Customer Support teams.

Good to Have:
· Experience supporting large monolithic Rails applications in production.
· Experience with monitoring/logging tools and production incident management.
· Familiarity with CI/CD, automated deployments, and application performance monitoring.
· Experience writing scripts or automation to reduce repetitive support and troubleshooting activities.
Keywords: Ruby on Rails, Ruby, PostgreSQL, SQL, Heroku, AWS S3, Stripe, REST API, Webhooks, Production Support, Application Support, Technical Support, Troubleshooting, Root Cause Analysis, RCA, Incident Management, Debugging, SaaS, Cloud, Git.