Role: Senior Product Technical Support Engineer
Location: Indore, MP (Remote)
Note: Candidate should be comfortable and willing to work night shifts.
Job Summary:
We are looking for a
Senior Product Technical Support Engineer with strong hands-on debugging and problem-solving skills to support and troubleshoot a large-scale
Ruby on Rails monolithic application. You will work across the application, database, integrations, and hosting layers to diagnose complex production issues and ensure a reliable customer experience.
Key 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.
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Perform root cause analysis (RCA) for production incidents and work closely with Engineering, Product, QA, and Customer Support teams to drive issues to resolution.
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Diagnose PostgreSQL issues including slow queries, data inconsistencies, database locks/deadlocks, connection issues, indexing, and data-related problems.
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Troubleshoot REST APIs, webhooks, authentication, data synchronization, and third-party integrations, including Stripe and AWS S3.
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Support and troubleshoot applications hosted on Heroku, including dynos, workers, deployments, configuration/environment variables, logs, build failures, and application performance.
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Investigate Stripe payment, subscription, refund, and webhook-related issues, including discrepancies between Stripe and application data.
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Analyze customer-reported issues, trace problems through the application and database layers, reproduce issues, and provide appropriate fixes or workarounds.
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Make small-to-medium code fixes, SQL queries, scripts, configuration changes, and production fixes where required.
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Monitor recurring production issues and proactively identify opportunities to improve application stability, performance, monitoring, and support processes.
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Create and maintain technical documentation, troubleshooting guides, runbooks, and RCA reports.
Required Skills & Experience-
4+ years of experience in technical support, application support, production support, or a similar engineering role.
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Strong hands-on experience with Ruby/Ruby on Rails and debugging web applications.
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Strong knowledge of PostgreSQL and SQL, including query analysis and troubleshooting.
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Experience with Heroku or similar cloud application hosting platforms.
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Good understanding of REST APIs, HTTP, JSON, webhooks, and third-party integrations.
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Experience working with AWS S3 and cloud-based services.
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Familiarity with Stripe APIs, payments, subscriptions, and webhooks is highly desirable.
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Working knowledge of Git, background jobs, caching, Linux/Unix, and application performance troubleshooting.
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Strong analytical and problem-solving skills with the ability to independently investigate and resolve complex technical issues.
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Excellent communication skills and the ability to collaborate effectively with Engineering, Product, QA, and Customer Support teams.
Good to Have-
Experience supporting large monolithic Rails applications in production.
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Experience with monitoring/logging tools and production incident management.
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Familiarity with CI/CD, automated deployments, and application performance monitoring.
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Experience writing scripts or automation to reduce repetitive support and troubleshooting activities.
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Keywords: Ruby on Rails, Ruby, PostgreSQL, SQL, Heroku, AWS S3, Stripe, REST API, Webhooks, Production Support, Application Support, Technical Support, Troubleshooting, Root Cause Analysis, RCA, Incident Management, Debugging, SaaS, Cloud, Git.
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