Software Engineer - Product Support & Implementation

Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders’ own struggle with the lack of scholarships when they were students. Watch this TEDx talk from Kalyan to learn more.
We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. We’re slated for even faster growth on the path to becoming market leaders through a unique strategic partnership with Blackbaud (read more here & here)
Our customers are universities and high schools, and in most cases, we’re working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple: “Engage more alumni and raise more money from them”. 90%+ of our customers are from the US currently, but we’re starting sales in the UK and Canada this year, so we’ll start to see some more customer regions this year. Our team is based in India and the USA. The India team is based in Bangalore and the US team is fully remote.
About the Role

This is a core engineering role that grants full code and deployment access, distinguishing it from traditional support or ticket-routing positions. You will operate under the same high engineering standards as the broader team, ensuring consistency in development practices. At the same time, your contributions focus on a unique blend of production stability and implementation tasks tailored to your specific shift.

• Active Development: Beyond mere troubleshooting, you will write, ship, and deploy production-grade code using the standard engineering team workflows.

• Integrated Engineering Standards: You are expected to adhere to the same code review processes, documentation requirements, and quality benchmarks as the core product engineering squad.

• Strategic Problem Solving: You will be responsible for resolving complex, escalated technical issues that require deep-dive investigation into the codebase rather than administrative configuration changes.

• Feedback Loop: You will act as a vital bridge between production stability and product development, identifying systemic technical debt or recurring patterns that inform future engineering priorities.
  

• Location: Bangalore, India (remote/hybrid per company policy)

• Shift: Night shift, IST — covering overlap with US business hours (specific window: e.g., 8:00 PM – 4:00 AM IST, adjust to your primary customer region)

• Investigate and resolve confirmed production bugs escalated by the Customer Support Team (CS handles first-line triage; you get issues that need engineering, not user error or config)

• Own customer implementation work — integrations, data mapping, customer-specific configuration — escalated from CS

• Carry on-call responsibility for L2 issues during your shift window

• Ship code and deploy fixes within the team's standard code review process

• Maintain clear, comprehensive documentation of all fixes and issue resolutions to facilitate faster troubleshooting and knowledge sharing across the engineering team.

• Flag recurring bug patterns back to core engineering — this role should surface signal on where quality/test coverage gaps exist, not just absorb the symptoms

• Turn recurring manual fixes into scripts, admin tools, or self-serve mechanisms. If you find yourself doing the same fix twice, we expect you to automate the third occurrence

• Write clear status updates and resolution summaries that CS can forward to customers
  

• Conduct customer training calls or product education sessions

• Handle tickets CS hasn't already triaged as a confirmed bug or implementation request
  

• 1–2 years of experience working on a production system, preferably in a startup environment

• Strong Python + Django (ORM, DRF) and SQL/MySQL knowledge

• Enough React to trace a frontend symptom back to the backend root cause

• Experience debugging background jobs and task queues (Celery or equivalent)

• Fluent use of AI tools (Claude, Cursor, etc.) as part of the debugging workflow: feeding context, generating hypotheses, verifying answers against logs and code rather than trusting them blindly

• Solid debugging fundamentals (logs, stack traces, ambiguous bug reports)

• Willing to work in US business hours (e.g., 8:00 PM – 4:00 AM IST)
  

• On-call/incident response exposure

• Logging/monitoring tools (Sentry, Datadog, etc.)

• REST API / third-party integration experience

• Basic cloud/infra familiarity

• Direct customer-facing communication