Posted 7 days ago
Description
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.
