Software Engineer, Production Support

📋 Description

• • As a Software Engineer, Production Support at Fieldguide Inc., you will operate at the intersection of support, product, and engineering, serving as the technical escalation layer to debug complex product issues, ship fixes, and improve system reliability for a B2B SaaS platform.
• • Day to day, you will investigate escalations across frontend (JavaScript), APIs, and data flows; reproduce issues and identify root causes; write and ship small-to-medium fixes via PRs; act as the technical escalation point for support representatives; translate customer feedback into actionable technical issues; and drive systemic improvements by enhancing logging, observability, and debugging processes.
• • You will be part of a dedicated production support pod, collaborating with engineers and support teammates to bridge customer-facing challenges with long-term engineering solutions in a remote-first, USA-based environment.
• • In this role, you will deepen your full-stack debugging expertise, gain experience in production incident resolution, improve your ability to communicate technical concepts to non-technical audiences, and contribute directly to product reliability and customer satisfaction through measurable fixes and process improvements.