Job Title: Senior ROR Product Technical Support Engineer Location: Remote 60; Note: Candidates must be willing and comfortable to work night shifts.

- 60; 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: 83; 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.

- 83; Perform root cause analysis (RCA) for production incidents and work closely with Engineering, Product, QA, and Customer Support teams to drive issues to resolution.
- 83; Diagnose PostgreSQL issues including slow queries, data inconsistencies, database locks/deadlocks, connection issues, indexing, and data-related problems.
- 83; Troubleshoot REST APIs, webhooks, authentication, data synchronization, and third-party integrations , including Stripe and AWS S3 .
- 83; Support and troubleshoot applications hosted on Heroku , including dynos, workers, deployments, configuration/environment variables, logs, build failures, and application performance.
- 83; Investigate Stripe payment, subscription, refund, and webhook-related issues , including discrepancies between Stripe and application data.
- 83; Analyze customer-reported issues, trace problems through the application and database layers, reproduce issues, and provide appropriate fixes or workarounds.
- 83; Make small-to-medium code fixes, SQL queries, scripts, configuration changes, and production fixes where required.




- 83; Monitor recurring production issues and proactively identify opportunities to improve application stability, performance, monitoring, and support processes .
- 83; Create and maintain technical documentation, troubleshooting guides, runbooks, and RCA reports .
- 60; Required Skills & Experience: 83; 4+ years of experience in technical support, application support, production support, or a similar engineering role.
- 83; Strong hands-on experience with Ruby/Ruby on Rails and debugging web applications.
- 83; Strong knowledge of PostgreSQL and SQL , including query analysis and troubleshooting.
- 83; Experience with Heroku or similar cloud application hosting platforms.
- 83; Good understanding of REST APIs, HTTP, JSON, webhooks, and third-party integrations .
- 83; Experience working with AWS S3 and cloud-based services.
- 83; Familiarity with Stripe APIs, payments, subscriptions, and webhooks is highly desirable.
- 83; Working knowledge of Git, background jobs, caching, Linux/Unix, and application performance troubleshooting .
- 83; Strong analytical and problem-solving skills with the ability to independently investigate and resolve complex technical issues.
- 83; Excellent communication skills and the ability to collaborate effectively with Engineering, Product, QA, and Customer Support teams.
- 60; Valuable to Have: 83; Experience supporting large monolithic Rails applications in production.
- 83; Experience with monitoring/logging tools and production incident management.
- 83; Familiarity with CI/CD, automated deployments, and application performance monitoring.
- 83; 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.

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