Software Engineer - Escalations (Ruby on Rails) - Remote

📋 Description

• • Own the stability and reliability of a Rails 7 payments platform that processes billions of dollars in transactions every month, ensuring that every line of code you ship directly protects revenue and customer trust.
• • Dive deep into a sprawling, high-throughput codebase to isolate, reproduce, and resolve escalated production bugs—often under tight SLAs—while documenting root causes so the same issue never resurfaces.
• • Build reusable Rake tasks, service objects, and background jobs that shrink the ticket queue for engineering and give client-facing teams the self-service tooling they need to onboard merchants faster.
• • Partner daily with Customer Success, Solutions Engineering, and Account Management to triage incoming escalations, translate business pain into technical fixes, and communicate timelines that keep stakeholders calm and informed.
• • Shepherd new enterprise clients through technical launch by debugging edge-case integrations, tuning API rate limits, and validating data migrations so their first production transactions settle flawlessly.
• • Design and evolve the next generation of internal tooling—think admin consoles, real-time dashboards, and automated remediation scripts—that turn hours of manual investigation into one-click resolutions.
• • Optimize SQL queries, background-job queues, and memory usage to shave milliseconds off critical payment flows, ensuring we stay ahead of traffic spikes during Black-Friday-scale events.
• • Maintain our 95 %+ test coverage by writing RSpec examples that guard against regressions and by refactoring legacy code into clean, well-tested modules that future engineers will thank you for.
• • Participate in thorough, respectful code reviews that raise the bar for readability, performance, and security across the entire engineering organization.
• • Contribute to blameless post-mortems that convert every incident into shared knowledge, stronger monitoring, and hardened systems.
• • Rotate through an on-call schedule with a follow-the-sun remote team, armed with comprehensive runbooks and observability tools so escalations are resolved before clients feel pain.
• • Champion a culture of continuous improvement by suggesting new gems, patterns, or architectural bets that keep our Rails monolith nimble as we scale toward global markets.
• • Mentor junior developers through pair programming and thoughtful feedback, turning escalations into teaching moments that level-up the whole team.
• • Stay current with Ruby, Rails, and payments-industry changes, bringing back battle-tested ideas that keep our platform secure, compliant, and lightning fast.