The Senior Software Support Engineer owns Tier 3 product support for Northwoods applications, serving as the primary technical resource for escalated customer issues. This role diagnoses and resolves complex production issues across application code, databases, integrations, and infrastructure while helping protect feature development teams from unnecessary interruptions.
This is a hands-on engineering role that combines production support, troubleshooting, root-cause analysis, and software development. You'll work primarily with Traverse while supporting other Northwoods applications and will become a go-to technical resource for understanding product behavior, configuration, and complex customer issues. This is a hybrid role working 3 days a week out of our Dublin, OH office.
What you'll be doing
- Own and prioritize the Tier 3 support queue, providing technical leadership from initial escalation through resolution.
- Reproduce and diagnose complex production issues using logs, metrics, traces, database queries, and other troubleshooting tools.
- Resolve data, configuration, and application issues, including small code fixes in Ruby on Rails and React/TypeScript.
- Identify root causes of recurring problems and drive permanent fixes in partnership with Engineering, QA, DevOps, Product, and Support.
- Serve as a technical subject-matter expert on Traverse and develop working knowledge of other Northwoods applications.
- Create and maintain runbooks, known-issue documentation, and support playbooks that help reduce repeat escalations.
- Automate repetitive support work using scripts, administrative tooling, and AI-assisted troubleshooting and diagnostics.
- Contribute to planned engineering work when support capacity allows, including modernization efforts such as AngularJS-to-React migration.
- Provide technical guidance to interns and junior engineers through pairing, code review, and well-defined technical work.
What we're looking for
- 5+ years of hands-on experience in software engineering, application support, or production support for SaaS applications.
- Strong troubleshooting skills with experience diagnosing production issues across application code, databases, and infrastructure.
- Hands-on experience with Ruby on Rails, React/TypeScript, SQL/PostgreSQL, and familiarity with AngularJS.
- Experience with Git-based workflows, code review, CI/CD, logging, monitoring, and root-cause analysis.
- Working knowledge of AWS-hosted applications, Docker, Kubernetes, and SSO/identity technologies.
- Strong ownership and judgment with the ability to prioritize escalations and respond effectively to customer-impacting incidents.
- Excellent communication skills and the ability to explain complex technical issues to both technical and non-technical audiences.
- Experience using Claude, GitHub Copilot, or similar AI-assisted development tools.
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Must be authorized to work in the U.S.
Nice to Have:
- Experience supporting case management, human services, government, or similar SaaS applications.
- Experience working in SOC 2 or HIPAA environments.
- Experience with AngularJS-to-React or similar application modernization efforts.
- Experience with automated testing tools such as Playwright.
- Experience building AI-assisted support or diagnostic tooling.
- Experience mentoring interns or early-career engineers.
What we provide
- Medical (includes H.S.A. option with employer contribution), dental, and vision insurance
- Short- and long-term disability
- Company paid basic life insurance
- 401(k) with 4% company match and immediate vesting
- Free financial education and consultation
- Wellness program that helps you earn lower premiums
- Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
- 12 weeks fully paid parental leave
- Up to $5,000 adoption fee reimbursement
- $500 wellness reimbursement after 60 days of employment
- Generous PTO policy and 10 company paid holidays
- Company paid cell phone plan
Our Solutions
Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes.
Traverse - A SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes.
Compass - Compass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.
Grove - Our trusted team of experienced child welfare professionals becomes an extension of agency staff supporting them with administrative tasks such as referral and records requests, compiling documents for court, and document organization. Workers can focus on fostering healthier families without sacrificing their own well-being.
