Troubleshoot complex production issues across Ruby on Rails, PostgreSQL, APIs, background jobs, integrations, and Heroku hosting. Perform root cause analysis, investigate Stripe and AWS S3 issues, resolve customer-reported problems, and implement code, SQL, configuration, and production fixes. Collaborate with Engineering, Product, QA, and Support teams while documenting runbooks and RCA reports. The role also improves application stability, monitoring, performance, and support processes, including working night shifts.
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
Required Skills & Experience
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
- 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.
Similar Jobs
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Develops global medical communications content, including manuscripts, abstracts, congress materials, literature reviews, educational resources, presentations, and multimedia. The role researches, organizes, interprets, quality-checks, and ensures compliant delivery of medical content while coordinating with cross-functional teams. Responsibilities also include project tracking, issue resolution, stakeholder collaboration, and adoption of new content creation tools, including generative AI platforms.
Top Skills:
Generative Ai
Fintech • Professional Services • Consulting • Energy • Financial Services • Cybersecurity • Generative AI
Owns the strategy, roadmap, backlog, prioritization, and delivery of a mobile digital banking product. The role gathers requirements, coordinates engineering and cross-functional teams, defines user stories and acceptance criteria, manages releases, monitors product metrics and feedback, drives enhancements, and ensures compliance with applicable banking regulations and industry best practices.
Top Skills:
Digital BankingMobile Applications
Fintech • Legal Tech • Software • Financial Services • Cybersecurity • Data Privacy
Provide operational support and development for enterprise identity and access systems (Ping Identity/ForgeRock). Build features, perform unit testing, create QA test steps, update ITSM/process documentation, troubleshoot incidents, mentor juniors, and collaborate with global security, development, and product teams to improve authentication, SSO/MFA, and identity governance.
Top Skills:
ForgerockGitIdentity GovernanceJenkinsMulti-Factor Authentication (Mfa)Ping IdentityPingamPingdsPinggatewayPingidmPostmanSingle Sign-On (Sso)
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
