Senior ROR Product Technical Support Engineer

Ccube is hiring a Senior ROR Product Technical Support Engineer to support and troubleshoot a large-scale Ruby on Rails monolithic application. The role diagnoses production issues across application, database, integrations, and hosting layers, drives incidents to resolution, and helps improve reliability and customer experience.

Responsibilities:

• 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

Requirements:

• 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
• 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
• Excellent communication skills and the ability to collaborate effectively with Engineering, Product, QA, and Customer Support teams
• Familiarity with Stripe APIs, payments, subscriptions, and webhooks is highly desirable
• Experience supporting large monolithic Rails applications in production
• Experience with monitoring/logging tools and production incident management
• Familiarity with CI/CD, automated deployments, and application performance monitoring
• Experience writing scripts or automation to reduce repetitive support and troubleshooting activities