Support Engineer, ProFinda

Salary not provided

SQL

AWS

GCP

Python

Bash

Postgres

Ruby

Splunk

Jenkins

MySQL

Postman

Insomnia

MVC

Git

Ruby on Rails

JSON

REST API

Datadog

Senior and Expert level

Remote from Spain

Workforce optimisation platform

Be an early applicant

Workforce optimisation platform

21-100 employees

B2BArtificial IntelligenceEnterpriseDeep TechMachine LearningSaaSCloud Computing

Be an early applicant

Salary not provided

SQL

AWS

GCP

Python

Bash

Postgres

Ruby

Splunk

Jenkins

MySQL

Postman

Insomnia

MVC

Git

Ruby on Rails

JSON

REST API

Datadog

Senior and Expert level

Remote from Spain

21-100 employees

B2BArtificial IntelligenceEnterpriseDeep TechMachine LearningSaaSCloud Computing

Company mission

To continue pioneering the skills and optimization agenda, to transform the world of work, to help every employee achieve their full potential, to eliminate bias, and help ensure we all have fun doing it!

Job

Company

Role

Who you are

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)
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 HTTP/HTTPS, 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

What the job involves

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
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

Our take

Ensuring that the day-to-day achievements of staff contribute effectively towards business goals can be complex, especially when those goals rapidly change and evolve. ProFinda’s workplace optimisation platform enables companies to organise, redeploy, and reskill their workforces to align with changing priorities, giving their teams the information and power to focus their efforts towards business success.

ProFinda leads the market in offering organisations visibility and control of the talent within their companies. Its advanced skills ontology creates a changeable and searchable record of the expertise of employees, so that they can be deployed where their skills are most needed and on projects that align with their specialities. When business priorities change, clients can respond swiftly and shift their staff where they are needed, efficiently and in real-time.

ProFinda has made some high-profile partnerships along the way, including with KPMG, and is now an established player in the industry. Funds raised by the company have fuelled expansion into the US, alongside continued and accelerating growth.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Glassdoor (4.3)

Company

Funding (last 2 of 3 rounds)

Dec 2025

$0.8m

LATE VC

Oct 2019

$1.4m

EARLY VC

Total funding: $8.7m

Company benefits

All staff are given the equipment they require to carry out their roles successfully
All staff are entitled to 25 days of holiday a year, plus 8 bank holidays and a few 'company' bank holidays in the summer
We want to ensure you grow and learn while you're with us, as such every employee has access to an L&D budget
We have quarterly meet-ups and team retreats to make sure you get to know your colleagues face-to-face
We believe in results, not deadlines, and ensure our employees' have a great work/life balance

Company HQ

Bermondsey, London, UK

Leadership

Roger Gorman

(CEO)

Also founded ProFinda Impact. Former Innovation Consigliere at Draftfcb.

Share this job

View 2 more jobs at ProFinda