Ruby Engineer (Tier 3 / Production Escalation – Technical Support Engineer) to $3600

About the Role
We are looking for a strong Ruby Engineer to join our team in a Tier 3 (L3) escalation capacity within a payments infrastructure environment.
This is not a feature-development role. Instead, you will act as a technical escalation layer between Customer Support and Core Engineering teams, investigating complex production issues, debugging integrations, and ensuring accurate technical communication with stakeholders.
This role is ideal for engineers who enjoy deep problem-solving, production debugging, and working closely with real-world SaaS users.

Core Responsibilities
• Investigate and troubleshoot complex production issues across Ruby-based systems.
• Analyze and clearly distinguish between:
Product bugs
Expected system behavior
Customer integration or configuration issues
• Debug API integrations and payment gateway interactions.
• Reproduce and analyze issues using tools such as Postman, internal logs, and monitoring systems.
• Act as the Tier 3 technical escalation layer for customer-facing support teams.
• Provide structured, well-written technical explanations for Support and customers.
• Document findings and contribute to the internal knowledge base.
• Collaborate with Core Engineering when product changes or fixes are required.
• Participate in technical reviews and RFC discussions when needed.
• Communicate primarily in written format; leverage AI tools to enhance clarity and efficiency.

Required Skills & Experience

• Strong production experience with Ruby.
• Deep experience debugging API-driven and distributed systems.
• Strong understanding of REST APIs and payment gateway integrations.
• Advanced Postman proficiency.
• Working knowledge of fullstack troubleshooting (low-to-medium proficiency across multiple languages).
• Ability to emulate customer-side implementations (iFrame + HTML/JS).
• Experience tracing system interactions across services (e.g., gateway → core → orchestration layer).
• Strong analytical mindset and comfort operating in ambiguous environments.
• Excellent written English communication skills.
• Comfortable working primarily in text-based communication.
• Willingness to leverage AI tools to improve clarity and efficiency.

Nice to Have

• Experience in fintech or payments infrastructure.
• Familiarity with SaaS platforms and customer-facing systems.
• Experience working in escalation, support engineering, or reliability roles.
• Understanding of system monitoring and observability practices.

Why This Role Is Unique
This position provides real-world exposure to how SaaS products behave in production and how end users interact with them. It is especially valuable for engineers interested in building their own SaaS or product in the future, as you’ll gain deep insight into customer integrations, edge cases, and real production environments.