jazzhr
Senior Product Technical Support Engineer
Ccube
Remote, IND
Full-time
Senior · 4+ years experience
Remote
Discovered 1 weeks ago
RubyRuby on RailsPostgreSQLSQLHerokuAWS S3
Free
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RubyRuby on RailsPostgreSQL
Key Skills for This Role
RubyRuby on RailsPostgreSQLSQLHerokuAWS S3
Full Job Posting
- 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 documentation, troubleshooting guides, runbooks, and RCA reports .
- 4+ years of experience in technical support, application support, production support, or a similar engineering role.
- Strong hands-on experience with Ruby/Ruby on Rails and debugging web applications.
- Strong knowledge of PostgreSQL and SQL , including query analysis and troubleshooting.
- Experience with Heroku or similar cloud application hosting platforms.
- Good understanding of REST APIs, HTTP, JSON, webhooks, and third-party integrations .
- Experience working with AWS S3 and cloud-based services.
- Familiarity with Stripe APIs, payments, subscriptions, and webhooks is highly desirable.
- Working knowledge of Git, background jobs, caching, Linux/Unix, and application performance troubleshooting .
- Strong analytical and problem-solving skills with the ability to independently investigate and resolve complex technical issues.
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