About the job
Fieldguide is building a production support function led by engineers. As a Software Engineer - Production Support (remote, USA), this position bridges support, product, and engineering teams. The main focus: diagnose complex product issues, deliver fixes, and strengthen system reliability. This role acts as the technical escalation point, ensuring the support team can resolve problems quickly and thoroughly.
Collaboration is central. The team works closely with engineers and support staff to address real-world production incidents, aiming for lasting solutions that improve the customer experience.
Main responsibilities
Troubleshoot and resolve technical issues
- Investigate escalated problems across the frontend (JavaScript), APIs, and data layers
- Reproduce technical issues and identify root causes
- Analyze system behavior throughout the technology stack
Implement fixes and enhancements
- Develop and deploy small to medium-sized fixes via pull requests
- Improve system reliability and reduce repeat incidents
- Contribute to ongoing product improvements
Support team collaboration
- Serve as the technical escalation contact for support representatives
- Provide clear guidance and resolve technical issues efficiently
- Enhance debugging processes and contribute to internal documentation
Customer feedback and issue closure
- Translate structured customer feedback into technical tasks
- Estimate task size using T-shirt sizing (S / M / L) from a technical perspective
- Identify and deliver small, high-impact fixes for rapid deployment
- Ensure issues are fully resolved and closed
Systemic improvements
- Spot recurring problems and address their root causes
- Upgrade logging, observability, and debugging methods
- Build lightweight tools or scripts to improve operational efficiency
