Software Engineer, Production Support

About the Role We 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 Issues - Investigate escalations across frontend (JavaScript), APIs, and data flows - Reproduce issues and identify root causes - Work across the stack to understand system behavior Ship Fixes & Improvements - Write and ship small-to-medium fixes (PRs) - Improve reliability and reduce repeat issues - Contribute incremental product improvements Support the Support Team - Act as the technical escalation point for support representatives - Provide clear guidance and unblock issues quickly - Help improve debugging workflows and internal playbooks Contribute to Customer Feedback Execution - Translate structured customer feedback into actionable technical issues - Provide T-shirt sizing (S / M / L) from an engineering perspective - Identify small, high-impact fixes that can be shipped quickly - Help close the loop on resolved issues Drive Systemic Improvements - Identify recurring issues and eliminate them - Improve logging, observability, and debugging processes - Build lightweight tooling or scripts to improve efficiency Who You Are: - 3+ 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).