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.
- Perform root cause analysis (RCA) for production incidents and work closely with Engineering, Product, QA, and Customer Support teams to drive issues to resolution.
- 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 the application and database layers, reproduce issues, and provide appropriate fixes or workarounds.
- Make small-to-medium code fixes, SQL queries, scripts, configuration changes, and production fixes where required.
- Monitor recurring production issues and proactively identify opportunities to improve application stability, performance, monitoring, and support processes.
- 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.
- 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.
- 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.
Skills Required
- 4+ years of experience in technical support, application support, production support, or a similar engineering role
- Hands-on experience with Ruby and Ruby on Rails
- Strong knowledge of PostgreSQL and SQL, including query analysis and troubleshooting
- Experience with Heroku or similar cloud application hosting platforms
- Understanding of REST APIs, HTTP, JSON, webhooks, and third-party integrations
- Experience with AWS S3 and cloud-based services
- Familiarity with Stripe APIs, payments, subscriptions, and webhooks
- Working knowledge of Git, background jobs, caching, Linux or Unix, and application performance troubleshooting
- Strong analytical and problem-solving skills for independently resolving complex technical issues
- Excellent communication and collaboration skills
- Experience supporting large monolithic Rails applications in production
- Experience with monitoring and logging tools and production incident management
- Familiarity with CI/CD, automated deployments, and application performance monitoring
- Experience writing scripts or automation for support and troubleshooting
- Willingness to work night shifts
What We Do
Driving Innovation through Advanced Data and AI Services. We offer next-level data and AI services to help you transform your data into actionable insights for a competitive edge. To augment your teams, we offer full-time/contract resources & consulting, design and development services for turnkey projects in the following areas: 01 DATA MODERNIZATION Define Cloud strategy, architecture & roadmap Identify current landscape & catalog data sources Data warehouse design & setup Develop data governance & data quality framework Implement data management technologies Build data analytics capabilities Inculcate data driven culture A future-ready framework to serve all business use cases 02 DATA INTEGRATION & CLOUD MIGRATION Design & develop Optimized data models and data pipelines ETL/ELT workloads & monitoring Processes that scale up and down without performance problems Automate data migration between upstream/downstream (on-prem) systems and Cloud 03 DATA ANALYTICS & AI Data analytics consulting – use-case exploration and building analytics roadmap Data preparation and creating a single version of truth Dashboard & report development AI/ML model selection and development AI/ML model tuning and validation AI/ML model scaling, integration and deployment
