Software Support Engineer – Backline
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Job Description
Software Support Engineer focusing on software defect resolution and mentorship in SaaS solutions. Collaborating with teams to ensure effective software support and customer issue resolution.
Responsibilities:
- Serve as the primary escalation point for unresolved cases from the Frontline team.
- Reproduce complex issues within sandbox or test environments to determine root cause.
- Conduct detailed log analysis, API tracing, and SQL-level data validation.
- Identify software defects and collaborate directly with Product Management & Engineering on debugging, verification, and fix validation.
- Partner with CloudOps to diagnose infrastructure, performance, or integration issues.
- Provide mentorship and technical guidance to Frontline Engineers.
- Contribute to internal documentation, technical training, and troubleshooting guides.
- Participate in post-mortems and defect triage meetings.
- Track recurring patterns and escalate systemic product or process issues.
Requirements:
- 4–7 years of SaaS product support or software engineering experience.
- Advanced SQL and relational database knowledge.
- Strong understanding of web application architecture, REST APIs, and integrations.
- Hands-on experience with debugging tools (Postman, Fiddler, Wireshark, etc.).
- Root cause analysis and problem-solving skills.
- Experience with at least one programming or scripting language (JavaScript, Python, or C#).
- Excellent written and verbal communication.
- Ability to manage multiple complex cases independently.
Benefits:
- flexible time off
- comprehensive medical, dental, and vision plans
- family planning benefits
- 401(k) retirement savings plan with company match
- health savings account with company contributions
- flexible spending account
- life, accident, and disability coverage
- business travel insurance
- employee assistance programs
- other well-being benefits
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