Job Details

Software Support Engineer

Location: Irvine, CA (Hybrid: Onsite Mon-Thurs, Remote Fridays)

UNABLE TO OFFER SPONSORSHIPS- US CITIZENS AND GREEN CARD HOLDERS ONLY

Type: Contract-to-Hire | High-Impact, GreenfieldOrganization

Level: Mid-Senior Engineer

Role Summary:

A Software Support Engineer is a high-level technical expert responsible for ensuring application health and maintaining the integrity of the live environment. They act as the technical bridge between Customer Success and Product Engineering, triaging complex issues and driving resolutions without the distraction of feature development.

They are masters of the "investigative deep-dive," comfortable navigating complex codebases, and able to translate technical chaos into clear communication. Their ultimate goal is to deflect noise from the core engineering team while ensuring the software remains reliable for the end user.

What You Will Do

• Technical First Responders: Act as the primary escalation point for complex technical issues that standard support cannot resolve.
• Incident Orchestration: Triage application bugs and service disruptions, coordinating with specialized teams for hotfixes.
• Resolution Advocacy: Drive the "Path to Green" through established deployment pipelines and bug-fix workflows.
• Technical Translation: Communicate root causes and workarounds to both technical stakeholders and client-facing teams.
• Reliability Documentation: Build the "Knowledge Base" (Runbooks) to empower lower-tier support and reduce repetitive escalations.

• Feature Development: They do not build new product capabilities or UI enhancements.
• Long-term Ownership: They don't "own" a specific module; they ensure the entire platform functions.
• Roadmap Planning: They don't decide what gets built next, though they influence it with data.
• "Shadow" Engineering: They do not push unauthorized code or bypass QA processes.

• Engineering Focus: A measurable decrease in "drive-by" interruptions for feature developers.
• Speed to Resolution: Lower Mean Time to Resolve (MTTR) for high-impact software defects.
• Predictable Flow: Escalations follow a documented process rather than chaotic messaging.
• Operational Health: Common bugs are converted into permanent backlog fixes rather than "band-aid" workarounds.

• Business Hours Focus: Primary coverage during peak usage windows.
• Strategic On-Call: Targeted after-hours support for critical (Tier 1) application failures only.
• Seniority: This is a mid-to-senior role requiring high technical empathy and the ability to debug unfamiliar code safely under pressure.