Senior ROR Product Technical Support Engineer
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Job Description
Senior Ruby on Rails support engineer troubleshooting Ccube’s cloud-based client applications. Diagnosing production, database, API, hosting, and payment issues.
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 for production incidents and collaborate with Engineering, Product, QA, and Customer Support teams to resolve issues
- 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 application and database layers, reproduce issues, and provide fixes or workarounds
- Make small-to-medium code fixes, SQL queries, scripts, configuration changes, and production fixes where required
- Monitor recurring production issues and identify opportunities to improve application stability, performance, monitoring, and support processes
- Create and maintain technical documentation, troubleshooting guides, runbooks, and RCA reports
Requirements:
- Candidates must be willing and comfortable to work night shifts
- 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
- 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
Benefits:
- Startup culture with opportunity to grow
- Performance bonuses
- Company stock options
- Health, dental and vision insurance plans
- Career development expenses
- Volunteer and support education for kids & skills development for adults
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