Support Engineer; Backend – Ruby on Rails

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 Active Record
- 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