Senior Software Support Engineer

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Description

The Senior Software Support Engineer owns Tier 3 product support for Northwoods applications, serving as the primary technical resource for escalated customer issues. This role diagnoses and resolves complex production issues across application code, databases, integrations, and infrastructure while helping protect feature development teams from unnecessary interruptions. This is a hands-on engineering role that combines production support, troubleshooting, root-cause analysis, and software development. You'll work primarily with Traverse while supporting other Northwoods applications and will become a go-to technical resource for understanding product behavior, configuration, and complex customer issues. This is a hybrid role working 3 days a week out of our Dublin, OH office. What you’ll be doing 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 suppor

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