Role:- ROR Application Support Engineer (ROR Production Support)
Location:- Indore, MP, (Remote /Hybrid; must be able to work in US PST Hours)
Full Time

Job Summary
We are looking for a Senior Product Technical Support Engineer with strong hands-on debugging and problem-solving skills to support and troubleshoot a large-scale Ruby on Rails monolithic application. You will work across the application, database, integrations, and hosting layers to diagnose complex production issues and ensure a reliable customer experience.
Key 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

Required Skills & Experience:-

5+ 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
Excellent communication skills and the ability to collaborate effectively with Engineering, Product, QA, and Customer Support teams

Good to Have:-

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