Support Engineer (L2) - Developer Track - SaaS Startup

Responsibilities

• Own the L1 support queue (9am-1pm): triage, respond to, and resolve customer-facing technical issues independently
• Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers
• Navigate and debug an existing proprietary codebase you didn't write - quickly and without extensive guidance
• Shift into feature development and deeper technical work in the afternoons as ramp-up progresses
• Communicate ticket status and blockers proactively - without waiting to be asked
• Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure
• Who This Role Is For:
• Specifically, you:
• Target 3+ resolved tickets daily during normal periods, scaling to 5+ during demand spikes - carry-over is the exception, not the habit
• Have debugged codebases you didn't build - and are comfortable doing so under time pressure
• Know when to escalate and when to keep going (and won't confuse the two)
• Can context-switch between a customer-facing L1 ticket and a technical L2 bug in the same morning
• Are energized by problem variety, not deep specialization in a single domain

Requirements

• 3-5 years of software development experience (full-stack or backend-leaning)
• Hands-on experience with the Microsoft stack: C#, ASP.NET MVC, SQL Server
• Demonstrated ability to debug unfamiliar codebases independently
• Front-end basics: HTML, CSS, JavaScript, jQuery, Bootstrap
• Strong written English - clear, direct, proactive communicator
• Comfortable working in a lean startup environment with minimal documentation and real ownership
• A Note on the Codebase
• Bonus Points
• Background in support engineering, developer support, or a hybrid dev/support role
• Experience with Azure infrastructure
• Prior work at a startup or on a very small engineering team
• Comfortable with AI-assisted development - the team actively uses Claude for architectural work and expects you to be a co-user, not a skeptic. If you've integrated AI tooling into your daily workflow, say so.
• Environment & Onboarding
• This is a remote-first role. You'll start on L1 support during a slower season (June-August), which serves as your product immersio

Benefits

Additional Information

About Offshore Launch: Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them. Why Join Offshore Launch? Impact the growth and success of small and medium-sized businesses. Work in a people-first, remote environment that values growth and ongoing development. Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration. Contribute to a culture that values partnership, service, and excellence. Your Role: As an employee of Offshore Launch, you are being hired for a unique role within a target Client's company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client's business for multiple years. You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through: Membership in the Offshore Launch Slack workspace Bi-weekly All Team meetings Monthly reviews Your job is to help the Client succeed. Our job is to help you succeed. About the Client: We're hiring a technically sharp, fast-moving Support Engineer to join a two-person engineering team at a growing SaaS platform in the nonprofit fundraising space. This is a hybrid support-and-development role - you'll own the morning support queue, resolve bugs independently, and progressively take on deeper technical work as you build codebase familiarity. You'll be working directly alongside the technical co-founder. There is no senior engineer to escalate to, no large team to absorb tickets, and no hand-holding during onboarding. This role is for someone who thrives in exactly that environment.

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