Senior Product Technical Support Engineer

Role: Senior Product Technical Support Engineer
Location: Indore, MP (Remote)
Note: Candidate should be comfortable and willing 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.

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