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Senior Software Support Engineer
Northwoods. Own and prioritize the Tier 3 support queue from initial escalation through resolution .
Tech Stack
Tools & technologiesAngularAWSDockerKubernetesPostgresReactRubyRuby on RailsSQLTypeScript
About the role
Key responsibilities & impact- Own and prioritize the Tier 3 support queue from initial escalation through resolution
- Reproduce and diagnose complex production issues using logs, metrics, traces, database queries, and troubleshooting tools
- Resolve data, configuration, and application issues, including small Ruby on Rails and React/TypeScript code fixes
- Identify root causes of recurring problems and drive permanent fixes 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
- Automate repetitive support work using scripts, administrative tooling, and AI-assisted troubleshooting and diagnostics
- Contribute to planned engineering work, including AngularJS-to-React modernization efforts
- Provide technical guidance to interns and junior engineers through pairing, code review, and defined technical work
Requirements
What you’ll need- 5+ years of hands-on experience in software engineering, application support, or production support for SaaS applications
- Strong troubleshooting skills diagnosing production issues across application code, databases, and infrastructure
- Hands-on experience with Ruby on Rails, React/TypeScript, 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 to prioritize escalations and respond 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 related field, or equivalent practical experience
- Must be authorized to work in the U.S.
- Nice to have: experience supporting case management, human services, government, or similar SaaS applications
- Nice to have: experience working in SOC 2 or HIPAA environments
- Nice to have: AngularJS-to-React or similar application modernization experience
- Nice to have: automated testing tools such as Playwright
- Nice to have: AI-assisted support or diagnostic tooling experience
- Nice to have: mentoring interns or early-career engineers
Benefits
Comp & perks- Medical, dental, and vision insurance, including an H.S.A. option with employer contribution
- 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
- Robust EAP program including free therapy sessions, lifestyle coaching, and legal/ID theft services
- 12 weeks fully paid parental leave
- Up to $5,000 adoption fee reimbursement
- $500 wellness reimbursement after 60 days of employment
- Generous PTO policy
- 10 company-paid holidays
- Company-paid cell phone plan