Software Engineer, Production Support
Software Engineer in Production Support debugs complex product issues across frontend, APIs, and data flows, ships fixes, and improves system reliability as technical escalation for support team. Requires 2+ years experience with TypeScript, React, Node.js, Python, GraphQL, and PostgreSQL.
Responsibilities
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
Requirements
- 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)
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