Important Information
Experience: +4 years
Job Mode: Full-time
Work Mode: Remote
ID: 20816
Job Summary
We are looking for an experienced Software Support Engineer to join our Product Support team as a key contributor in troubleshooting complex issues, resolving bugs, supporting business requests, and maintaining platform stability across our systems. This is a hands-on technical role that requires independent judgment, strong diagnostic skills, and the ability to work across multiple systems simultaneously.
You will serve as the primary Level 2/3 technical support resource, working closely with both business stakeholders and product/engineering teams. You are expected to independently investigate and resolve application-level issues, perform data corrections, execute configuration changes, and drive continuous improvement of support processes—including leveraging AI tools to increase efficiency and reduce manual effort. You should be comfortable making decisions under pressure and mentoring others on troubleshooting approaches.
Responsibilities and Duties
- Provide Level 2/3 support for application and product-related tickets, triaging, diagnosing root causes, and implementing fixes across our loan servicing platforms (including legacy and modern systems).
- Write and execute SQL queries and Ruby scripts to investigate data issues, perform corrections, and generate reports to support business operations.
- Perform feature enhancements, maintenance tasks, and bug fixes on the existing Ruby on Rails codebase.
- Monitor application health and performance using observability tools (e.g., OpenSearch, New Relic) to proactively identify and resolve issues before they impact the business.
- Collaborate with product, Leverage AI-powered tools (e.g., GitHub Copilot, Claude, Codex) to accelerate debugging, code analysis, log analysis, and documentation tasks.
- engineering, QA, and business teams to understand issues, communicate status, and drive resolution.
- Participate in code reviews and daily standups.
- Document troubleshooting runbooks, known issues, and resolution patterns to build a shared knowledge base.
- Identify recurring issues and propose automation or systemic fixes to reduce support volume over time.
Qualifications and Skills
- Bachelor’s Degree in Computer Science, Software Engineering, or a related technical field; or equivalent combination of education and professional experience. 3–5 years of hands-on experience in a software support, application support, or software engineering role.
- Demonstrated proficiency in Ruby on Rails with experience building, debugging, and maintaining production web applications.
- Advanced SQL skills with proven experience writing complex queries, stored procedures, and data corrections in production environments (PostgreSQL, MySQL, or similar).
- Strong understanding of object-oriented programming principles with demonstrated ability to navigate, debug, and extend large, established codebases independently.
- Proven problem-solving and analytical skills — able to independently break down complex technical issues across multiple systems, identify root causes through systematic investigation, and implement effective solutions under time pressure.
- Excellent written and verbal communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
- Proficiency with version control systems (GitHub, Gitlab) and collaborative development workflows (pull requests, code reviews, branching strategies).
- A self-directed professional who takes ownership of problems end-to-end, manages competing priorities effectively, and can operate independently with minimal oversight.
Preferred Skills
- Experience with observability and monitoring platforms such as OpenSearch (Elasticsearch), New Relic, Datadog, Grafana, or Splunk.
- Hands-on experience with AI-assisted development tools (GitHub Copilot, Claude, ChatGPT) for code generation, debugging, or log analysis.
- Familiarity with AI/ML concepts and the ability to evaluate how AI can be applied to improve support workflows (e.g., automated triage, anomaly detection, intelligent alerting).
- Knowledge of RESTful APIs and experience troubleshooting API integrations using Postman.
- Exposure to cloud infrastructure (AWS) and containerized environments (Docker, Kubernetes).
- Experience with Agile/Scrum methodologies and tools (Jira, Confluence).
- Familiarity with CI/CD pipelines and automated testing frameworks (RSpec, Capybara).
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.