Software Engineer, Production Support

About the role

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.

Responsibilities

• Debug & Resolve Complex Issues
• Investigate escalations across frontend (JavaScript), APIs, and data flows
• Reproduce issues and identify root causes
• Work across the stack to understand system behavior
• Ship Fixes & Improvements
• Write and ship small-to-medium fixes (PRs)
• Improve reliability and reduce repeat issues
• Contribute incremental product improvements
• Support the Support Team
• Act as the technical escalation point for support representatives
• Provide clear guidance and unblock issues quickly
• Help improve debugging workflows and internal playbooks
• Contribute to Customer Feedback Execution
• 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
• Drive Systemic Improvements
• Identify recurring issues and eliminate them
• Improve logging, observability, and debugging processes
• Build lightweight tooling or scripts to improve efficiency

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).

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Company Intel

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