Level 3 Support Engineer at ProFinda
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is a fast-growing, innovative SaaS company revolutionizing how organizations understand, mobilize, and manage their workforce and skills. Our platform uses cutting-edge AI to match people to the right projects and opportunities, enabling unprecedented agility and efficiency for our global client base. We work with some of the world's largest and most complex organizations, and our success is directly tied to the deep, trusted relationships we build with them.
We are seeking a highly technical Level 3 Support Engineer to serve as the critical bridge between our Tier 2 Support team and our Core Development organisation. This is a high-impact "SME" (Subject Matter Expert) role. You will be responsible for performing deep-dive root cause analysis on complex technical issues, scripts to automate solutions, and when necessary writing and submitting patches directly to the Rails codebase. Your goal is to increase the "Support-led resolution rate" and ensure only the most complex bugs reach our feature developers.
In this position you will:
* Deep-Dive Analysis: Act as the final point of escalation for technical issues before they reach Engineering.
* Bug Validation: Replicate reported issues in staging environments and identify if the root cause is in the code, the database, or the network layer.
* Knowledge Transfer: Document findings to empower Tier 2 Support, reducing future escalations for known issues.
* Stakeholder Management: Translate complex technical "Engineering speak" into actionable updates for customer-facing teams.
* Triaging Issues: Assess, prioritise, and categorise incoming escalations based on impact, urgency, and root cause, ensuring critical issues are handled efficiently.
What you need to be successful in this role:
* 5+ years of experience in SaaS Support Engineering, specializing in complex troubleshooting and platform stability.
* Ruby on Rails: 3+ years of hands-on experience with Ruby on Rails applications.
* Multilingual: Fluent in Spanish is a must;
proficient in Portuguese (highly advantageous).
Technical Skills:
Ruby on Rails & Backend Logic (Core Requirement):
* Code Proficiency: Strong ability to read, trace, and debug Ruby on Rails applications.
* Architecture: Deep understanding of MVC patterns, ActiveRecord associations, and Middleware.
* Code Contribution: Ability to develop and test bug fixes or "hot-fixes" in a local environment.
* Scripting: Proficiency in Ruby (or Python/Bash) to create one-off scripts for data corrections or diagnostic automation.
API Architecture & Troubleshooting (Must Have):
* RESTful Mastery: Expert-level proficiency in troubleshooting RESTful APIs and understanding JSON structures.
* Authentication: Hands-on experience debugging OAuth, JWT, or API Key authentication flows.
* Tooling: Proficient use of Postman, cURL, or Insomnia for request simulation and header analysis.
Database & Data Integrity:
* SQL: Proficient experience with PostgreSQL or MySQL. You should be comfortable writing complex joins and window functions to investigate data inconsistencies.
* Optimisation: Ability to analyze slow-running queries and understand how ActiveRecord translates to SQL.
Networking & Infrastructure:
* Protocols: Solid understanding of the OSI model, specifically DNS, and SSL/TLS certificate handling.
* Diagnostics: Browser developer tools to identify latency or connection drops.
* Cloud Awareness: Familiarity with AWS or Google Cloud environments and how they impact application networking.
Tools & Monitoring:
* Observability: Proficiency in DataDog, New Relic, or Splunk to correlate logs with performance spikes or error rates.
* Version Control: Git skills (branching, rebasing, and managing Pull Requests).
* CI/CD: Understanding of CircleCI, Jenkins, or GitHub Actions to ensure fixes pass automated testing suites.
Our Culture & Values:
At ProFinda, we know that a great culture is something that develops naturally on the back of strong, clearly defined company values and leadership. This culture is what motivates and retains talented employees. Our values are true to ProFinda and are reinforced among our employees daily, translating to a culture that makes the entire team proud.
Purpose Driven Work – We’re engaged, excited, and focused on making a meaningful impact.
Transparency & Agility – Great communication, self-driven attitudes, and solution mindsets are at our core.
Trust & Autonomy – We take ownership, work independently, and support each other.
Collaboration & Success – We believe teamwork fuels innovation and shared achievements.
Continuous Learning & Growth – A dynamic environment where everyone can reach their full potential.
Work + Life Balance – We value a healthy balance, knowing that well-being and performance go hand in hand.
A bit about us:
Though our backgrounds are diverse, we share a belief - employee skills and a knowledge lens can lead to workforce productivity and quality, also favouring employee personal development and mobility. That common inspiration keeps us aligned with our purpose as a global team. The distance doesn't slow us down. We keep the engine humming from our homes, co-working spaces, and coffee shops. Whether collaborating through Slack, video calls, our team knows how to keep connected - it’s what we do best!
At ProFinda, inclusivity fits our core values of aspiring to create an open-minded workforce, where our employees feel comfortable to be themselves. We know that creating diverse teams is the most fundamental component to our success and this success can only be achieved by a collective of people with different backgrounds, experiences, personalities, talents, ideas and opinions. xqbhyrx We hire fantastic, innovative team players – if that sounds like you, you will find a home at ProFinda!