Job Description
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
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
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