Software Engineer, Production Support

Job description

About the Role We are building a new engineering-led production support function, and as a Software Engineer, Production Support , you will operate at the intersection of support, product, and engineering. Your primary focus will be to debug complex product issues, ship fixes, and improve overall system reliability — serving as the technical escalation layer that helps our support team resolve issues quickly and eliminate them at the root. You will be part of a dedicated production support pod, working alongside engineers and support teammates to tackle real issues in production, bridging the gap between customer-facing challenges and long-term engineering solutions. What You’ll Do: Debug & Resolve Complex Issues Investigate escalations across frontend (JavaScript), APIs, and data flows Reproduce issues and identify root causes Work across the stack to understand system behavior Ship Fixes & Improvements: Write and ship small-to-medium fixes (PRs) Improve reliability and reduce repeat issues Contribute incremental product improvements: Support the Support Team: Act as the technical escalation point for support representatives Provide clear guidance and unblock issues quickly Help i...