Fieldguide
Software Engineer, Production Support
2mo ago
150000 –180000 USD / yearUSAMiddleRemotejavascriptapidebugging
Engineer focused on production support to debug and resolve product issues, improve system reliability, and support customer-facing challenges.
Responsibilities
- We are building a new engineering-led production support function, and as a Software Engineer, Production Support , you will operate at the intersection of support, product, and engineering. Your primary focus will be to debug complex product issues, ship fixes, and improve overall system reliability — serving as the technical escalation layer that helps our support team resolve issues quickly and eliminate them at the root.
- You will be part of a dedicated production support pod, working alongside engineers and support teammates to tackle real issues in production, bridging the gap between customer-facing challenges and long-term engineering solutions.
Requirements
- 3+ years of experience in Software Engineering, Developer Support / DevEx, Solutions Engineering, or Technical Product Support ideally for a B2B SaaS platform.
- Familiarity with modern web technologies such as TypeScript, React, Node.js, Python, GraphQL.
- Experience working with relational databases (e.g. PostgreSQL), including: understanding data models, writing/debugging SQL queries, investigating data inconsistencies.
- Comfortable reading and navigating production codebases.
- Experience debugging across: browser dev tools, APIs and network requests, frontend UI/state issues, backend data flows and database interactions.
- Effective communication with an ability to code-switch between technical and non-technical audiences.
- Experience shipping code (PRs, fixes, and small features).
Other
- Investigate escalations across frontend (JavaScript), APIs, and data flows
- Reproduce issues and identify root causes
- Work across the stack to understand system behavior
- Write and ship small-to-medium fixes (PRs)
- Improve reliability and reduce repeat issues
- Contribute incremental product improvements
- Act as the technical escalation point for support representatives
- Provide clear guidance and unblock issues quickly
- Help improve debugging workflows and internal playbooks
- Translate structured customer feedback into actionable technical issues
- Provide T-shirt sizing (S / M / L) from an engineering perspective
- Identify small, high-impact fixes that can be shipped quickly
- Help close the loop on resolved issues
- Identify recurring issues and eliminate them
- Improve logging, observability, and debugging processes
- Build lightweight tooling or scripts to improve efficiency