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Senior Product Technical Support Engineer

India · remote · Salary not listed

Role overview

Role: Senior Product Technical Support Engineer
Location: Indore, MP (Remote)
Note: Candidate should be comfortable and willing to work night shifts.

Job Summary:
We are looking for a Senior Product Technical Support Engineer with strong hands-on debugging and problem-solving skills to support and troubleshoot a large-scale Ruby on Rails monolithic application. You will work across the application, database, integrations, and hosting layers to diagnose complex production issues and ensure a reliable customer experience.
Key Responsibilities

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.

Required Skills & Experience