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 solid 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 documenta

📌 Senior Product Technical Support Engineer (India)
🏢 Ccube
📍 India