Software Engineer, Production Support
About the RoleWe 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 IssuesInvestigate escalations across frontend (JavaScript), APIs, and data flowsReproduce issues and identify root causesWork across the stack to understand system behaviorShip Fixes & ImprovementsWrite and ship small-to-medium fixes (PRs)Improve reliability and reduce repeat issuesContribute incremental product improvementsSupport the Support TeamAct as the technical escalation point for support representativesProvide clear guidance and unblock issues quicklyHelp improve debugging workflows and internal playbooksContribute to Customer Feedback ExecutionTranslate structured customer feedback into actionable technical issuesProvide T-shirt sizing (S / M / L) from an engineering perspectiveIdentify small, high-impact fixes that can be shipped quicklyHelp close the loop on resolved issuesDrive Systemic ImprovementsIdentify recurring issues and eliminate themImprove logging, observability, and debugging processesBuild lightweight tooling or scripts to improve efficiencyWhat 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).