Senior Software Support Engineer

Northwoods•Dublin, OH

4d•Hybrid

About The Position

The Senior Software Support Engineer owns Tier 3 product support for Northwoods applications and serves as the primary technical resource for escalated customer issues. This hands-on engineering role diagnoses and resolves complex production issues across application code, databases, integrations, and infrastructure while helping protect feature development teams from unnecessary interruptions. The role works primarily with Traverse, supports other Northwoods applications, and develops deep knowledge of product behavior, configuration, and complex customer issues. It is hybrid, with three days a week in the Dublin, Ohio office.

Requirements

At least 5 years of hands-on experience in software engineering, application support, or production support for SaaS applications.
Strong troubleshooting skills and experience diagnosing production issues across application code, databases, and infrastructure.
Hands-on experience with Ruby on Rails, React/TypeScript, and SQL/PostgreSQL, and familiarity with AngularJS.
Experience with Git-based workflows, code review, CI/CD, logging, monitoring, and root-cause analysis.
Working knowledge of AWS-hosted applications, Docker, Kubernetes, and SSO/identity technologies.
Strong ownership and judgment, including the ability to prioritize escalations and respond effectively to customer-impacting incidents.
Excellent communication skills and ability to explain complex technical issues to technical and non-technical audiences.
Experience using Claude, GitHub Copilot, or similar AI-assisted development tools.
Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
Must be authorized to work in the U.S.

Nice To Haves

Experience supporting case management, human services, government, or similar SaaS applications.
Experience working in SOC 2 or HIPAA environments.
Experience with AngularJS-to-React or similar application modernization efforts.
Experience with automated testing tools such as Playwright.
Experience building AI-assisted support or diagnostic tooling.
Experience mentoring interns or early-career engineers.

Responsibilities

Own and prioritize the Tier 3 support queue, providing technical leadership from initial escalation through resolution.
Reproduce and diagnose complex production issues using logs, metrics, traces, database queries, and other troubleshooting tools.
Resolve data, configuration, and application issues, including small code fixes in Ruby on Rails and React/TypeScript.
Identify root causes of recurring problems and drive permanent fixes in partnership with Engineering, QA, DevOps, Product, and Support.
Serve as a technical subject-matter expert on Traverse and develop working knowledge of other Northwoods applications.
Create and maintain runbooks, known-issue documentation, and support playbooks to help reduce repeat escalations.
Automate repetitive support work using scripts, administrative tooling, and AI-assisted troubleshooting and diagnostics.
Contribute to planned engineering work when support capacity allows, including modernization efforts such as AngularJS-to-React migration.
Provide technical guidance to interns and junior engineers through pairing, code review, and well-defined technical work.

Benefits

Medical insurance, including an H.S.A. option with employer contribution
Dental and vision insurance
Short- and long-term disability
Company-paid basic life insurance
401(k) with 4% company match and immediate vesting
Free financial education and consultation
Wellness program that helps employees earn lower premiums
EAP program with free therapy sessions, lifestyle coaching, and legal/identity theft services
12 weeks of fully paid parental leave
Up to $5,000 adoption fee reimbursement
$500 wellness reimbursement after 60 days of employment
Generous PTO policy and 10 company-paid holidays
Company-paid cell phone plan