Job Title

Support Engineer (Backend – Ruby on Rails)Role OverviewWe are looking for a Backend Support Engineer to investigate and resolve production issues across core product workflows. This role sits at the intersection of engineering, customer support, and implementation, with a strong focus on debugging, data integrity, and automation. You’ll work directly with live production systems and help improve internal tooling to reduce recurring issues and manual effort.Key ResponsibilitiesInvestigate and resolve production issues across core backend workflows including financial documents, approvals, catalogs, configurations, and user managementDebug and support integrations with third-party accounting and payment platforms, identifying sync failures, API errors, and data inconsistenciesAnalyze application logs, background jobs, and database records to determine root causesPerform safe backend data operations when required, following established guidelines and best practicesBuild, maintain, and improve internal support tools using Ruby on Rails to automate recurring tasksCollaborate closely with customer support, implementation, and engineering teams to communicate findings and resolutions clearlyEscalate confirmed product bugs with clear technical context, reproduction steps, and impact analysisTechnical RequirementsExperience working with Ruby on Rails, including strong understanding of MVC architecture and ActiveRecordBasic to intermediate knowledge of relational databases and writing safe, efficient queriesAbility to read logs, stack traces, and reason about backend application behaviorFamiliarity with REST APIs and debugging third-party integrationsComfortable working with production systems with a high level of care, safety, and attention to detailNice to HaveExperience supporting a B2B SaaS productExposure to accounting, finance, or ERP systemsExperience building internal admin or support toolingFamiliarity with background job systems and asynchronous processingBasic understanding of frontend frameworks (e.g., React) to aid in end-to-end debuggingPersonal QualitiesStrong troubleshooting and problem-solving mindsetEnjoys solving complex issues and treating them like puzzlesProactive in building automated solutions for recurring problemsHigh sense of ownership and urgency when handling customer-impacting issuesDetail-oriented, especially when working with live production dataClear communicator who is comfortable asking questions and collaborating across teams