Senior Ruby Support Engineer (Payments / API / L3 Escalation)

About the Role

We are looking for an experienced Ruby engineer to join our team as a Tier 3 technical escalation specialist in a payments infrastructure environment.

This is not a feature-development role.
You will focus on investigating complex production issues, debugging integrations, and providing clear technical explanations to internal teams and customers.

This role is ideal for engineers who enjoy deep problem-solving and working with real-world SaaS systems.

Responsibilities

• Investigate and troubleshoot complex production issues in Ruby-based systems
• Analyze and clearly distinguish between:
  • Product bugs
  • Expected system behavior
  • Customer configuration or integration issues
• Debug API integrations and payment gateway workflows
• Reproduce issues using Postman, logs, and monitoring tools
• Act as Tier 3 technical escalation for support teams
• Provide clear, structured written explanations
• Document cases and contribute to internal knowledge base
• Collaborate with Core Engineering on fixes and improvements
• Participate in technical reviews and RFC discussions
• Work primarily through written communication
• Use AI tools to improve clarity and efficiency

Requirements

• Strong commercial experience with Ruby
• Solid experience debugging production systems
• Deep understanding of REST APIs
• Experience with payment gateway integrations
• Advanced Postman skills
• Fullstack troubleshooting skills (basic to medium across multiple languages)
• Ability to emulate customer-side implementations (iFrame, HTML, JavaScript)
• Experience tracing interactions across distributed services
• Strong analytical mindset
• Comfortable working in ambiguous environments
• Excellent written English
• Comfortable with text-based communication
• Willingness to use AI tools in daily work

Nice to Have

• Experience in fintech or payments
• SaaS platform background
• Experience in support engineering or escalation roles
• Knowledge of monitoring and observability tools

Why This Role Is Valuable

You will gain deep insight into how real SaaS and payment systems work in production, including customer integrations, edge cases, and system behavior at scale.

This experience is especially valuable for engineers interested in building their own products in the future.