Software Support Engineer

Topstep is a company focused on trading platforms, seeking a Trading Platform Software Support Engineer who will take ownership of complex escalations and turn recurring trader-impacting issues into permanent fixes. The role involves writing production code, leading investigations, and improving tooling and observability to enhance the support team's efficiency.

Responsibilities:

• Drive engineering-routed escalations from reproduction through resolution, collaborating with other engineers as needed to land the right fix
• Write production code across our C#/.NET back-end services and React front-end to resolve escalations directly when the scope is small enough for an on-the-spot fix
• When an escalation requires work beyond an on-the-spot fix, scope it into a well-defined ticket so the work can be prioritized and picked up by any engineer on the team, including this role
• Build and maintain internal admin tooling and operator surfaces that reduce manual intervention from operations and support teams
• Lead complex investigations across distributed traces, database state reconstruction, race conditions, and integration boundary failures
• Reproduce trader-reported issues in a local development environment; pair with engineers when reproduction crosses service boundaries
• Be a main participant in the Trading Platform on-call rotation
• Respond to active production incidents: assess severity, drive stabilization (rollback, hotfix, or mitigation), and keep stakeholders informed while resolution is in progress
• Pull in the right engineers and operations partners quickly when an incident exceeds your scope or requires specialist knowledge
• Lead post-incident reviews for issues investigated and produce candid, learning-oriented write-ups the broader engineering team can use
• Identify the dashboards, queries, alerts, runbooks, and processes that would make investigations easier for yourself and the support team
• Look for recurring manual work across investigation, data export, and administrative actions, and replace it with automation that reduces ongoing toil for the team
• Improve diagnostic instrumentation in the platform itself, including log quality, structured error context, and trace propagation across services
• Be a primary stakeholder of Admin interface functionality alongside the rest of the Production Engineering team to improve tooling for support and engineering needs
• Partner with SWE on root-cause fixes and post-incident actions; partner with QA on regression coverage for previously-shipped bugs
• Partner with Cloud Ops on infrastructure metrics, alarms, alerts, and related observability, both to inform application-level investigations and to proactively flag services that aren’t performing correctly
• Partner with Product to translate recurring trader pain into well-defined backlog items, with you as the engineering author of the case
• Communicate clearly with non-engineering stakeholders about investigation status, root cause, and resolution

Requirements:

• 3 to 5 + years of professional software engineering experience in production systems, with demonstrated ownership of features end-to-end (design, ship, support)
• Fluency in C# / .NET for back-end services and working proficiency in React (TypeScript preferred) for front-end work
• Strong debugging instincts in distributed systems; you have owned a production investigation end-to-end and can articulate how you ruled hypotheses in and out
• Foundational SQL knowledge with active, hands-on development. Comfortable reading and writing queries against operational data stores as part of investigations
• Hands-on experience with an observability or logging stack (Datadog, Elasticsearch/Kibana, or equivalent), including reading logs, writing queries, and building dashboards
• Proficiency reading and triaging API logs and HTTP traffic; comfortable with tools such as Postman for request/response validation
• Excellent written communication. You can turn a messy investigation into a write-up a non-engineer stakeholder can act on
• Bias toward shipping fixes, not just diagnosing them
• Comfortable with remote work and a Slack-heavy async environment
• Familiarity with financial markets, futures trading, or trading platforms
• Familiarity with AWS (EKS, RDS, etc.)
• Prior on-call / incident response experience
• Experience writing internal tools or admin surfaces in a high-stakes operational environment
• Experience using AI tools (LLMs, coding assistants, agents) to accelerate engineering work across investigation, code generation, and documentation