Support Engineer

About the job

Support Engineer (Backend – Ruby on Rails) Role Overview We are looking for a Backend Support Engineer to investigate and resolve production issues across core product workflows. This role sits at the intersection of engineering, customer support, and implementation, with a strong focus on debugging, data integrity, and automation. You’ll work directly with live production systems and help improve internal tooling to reduce recurring issues and manual effort. Key Responsibilities: Investigate and resolve production issues across core backend workflows including financial documents, approvals, catalogs, configurations, and user management. Debug and support integrations with third-party accounting and payment platforms, identifying sync failures, API errors, and data inconsistencies. Analyze application logs, background jobs, and database records to determine root causes. Perform safe backend data operations when required, following established guidelines and best practices. Build, maintain, and improve internal support tools using Ruby on Rails to automate recurring tasks. Collaborate closely with customer support, implementation, and engineering teams to communicate findings and resolutions clearly. Escalate confirmed product bugs with clear technical context, reproduction steps, and impact analysis. Technical Requirements: • Experience working with Ruby on Rails, including strong understanding of MVC architecture and ActiveRecord. • Basic to intermediate knowledge of relational databases and writing safe, efficient queries. • Ability to read logs, stack traces, and reason about backend application behavior. • Familiarity with REST APIs and debugging third-party integrations. • Comfortable working with production systems with a high level of care, safety, and attention to detail. Nice to Have: • Experience supporting a B2B SaaS product. • Exposure to accounting, finance, or ERP systems. • Experience building internal admin or support tooling. • Familiarity with background job systems and asynchronous processing. • Basic understanding of frontend frameworks (e.g., React) to aid in end-to-end debugging. Personal Qualities: • Strong troubleshooting and problem-solving mindset. • Enjoys solving complex issues and treating them like puzzles. • Proactive in building automated solutions for recurring problems. • High sense of ownership and urgency when handling customer-impacting issues. • Detail-oriented, especially when working with live production data. • Clear communicator who is comfortable asking questions and collaborating across teams.

Requirements

• Ruby on Rails
• debugging
• data integrity
• automation

Preferred Technologies

• Ruby on Rails
• debugging
• data integrity
• automation