Software Engineer, Production Support
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).
