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

Who 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).