Senior Product Technical Support Engineer

• 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.

• 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.

Originally posted on Himalayas