Encora Digital

Encora, a leader in digital engineering, drives innovation by crafting cutting-edge, cloud-first, data-first, and AI-first solutions that redefine industries. Since its inception i

Mid Ruby Application Support Engineer

Location

Mexico

Posted

49 days ago

Salary

0

Seniority

Mid Level

Job Description

Mid Ruby Application Support Engineer

Encora Digital

Important Information Experience: +4 years Job Mode: Full-time Work Mode: Remote ID: 20816 Job Summary We are looking for an experienced Software Support Engineer to join our Product Support team as a key contributor in troubleshooting complex issues, resolving bugs, supporting business requests, and maintaining platform stability across our systems. This is a hands-on technical role that requires independent judgment, strong diagnostic skills, and the ability to work across multiple systems simultaneously. You will serve as the primary Level 2/3 technical support resource, working closely with both business stakeholders and product/engineering teams. You are expected to independently investigate and resolve application-level issues, perform data corrections, execute configuration changes, and drive continuous improvement of support processes—including leveraging AI tools to increase efficiency and reduce manual effort. You should be comfortable making decisions under pressure and mentoring others on troubleshooting approaches. Responsibilities and Duties - Provide Level 2/3 support for application and product-related tickets, triaging, diagnosing root causes, and implementing fixes across our loan servicing platforms (including legacy and modern systems). - Write and execute SQL queries and Ruby scripts to investigate data issues, perform corrections, and generate reports to support business operations. - Perform feature enhancements, maintenance tasks, and bug fixes on the existing Ruby on Rails codebase. - Monitor application health and performance using observability tools (e.g., OpenSearch, New Relic) to proactively identify and resolve issues before they impact the business. - Collaborate with product, Leverage AI-powered tools (e.g., GitHub Copilot, Claude, Codex) to accelerate debugging, code analysis, log analysis, and documentation tasks. - engineering, QA, and business teams to understand issues, communicate status, and drive resolution. - Participate in code reviews and daily standups. - Document troubleshooting runbooks, known issues, and resolution patterns to build a shared knowledge base. - Identify recurring issues and propose automation or systemic fixes to reduce support volume over time. Qualifications and Skills - Bachelor’s Degree in Computer Science, Software Engineering, or a related technical field; or equivalent combination of education and professional experience. 3–5 years of hands-on experience in a software support, application support, or software engineering role. - Demonstrated proficiency in Ruby on Rails with experience building, debugging, and maintaining production web applications. - Advanced SQL skills with proven experience writing complex queries, stored procedures, and data corrections in production environments (PostgreSQL, MySQL, or similar). - Strong understanding of object-oriented programming principles with demonstrated ability to navigate, debug, and extend large, established codebases independently. - Proven problem-solving and analytical skills — able to independently break down complex technical issues across multiple systems, identify root causes through systematic investigation, and implement effective solutions under time pressure. - Excellent written and verbal communication skills, with the ability to explain technical issues to both technical and non-technical audiences. - Proficiency with version control systems (GitHub, Gitlab) and collaborative development workflows (pull requests, code reviews, branching strategies). - A self-directed professional who takes ownership of problems end-to-end, manages competing priorities effectively, and can operate independently with minimal oversight.   Preferred Skills - Experience with observability and monitoring platforms such as OpenSearch (Elasticsearch), New Relic, Datadog, Grafana, or Splunk. - Hands-on experience with AI-assisted development tools (GitHub Copilot, Claude, ChatGPT) for code generation, debugging, or log analysis. - Familiarity with AI/ML concepts and the ability to evaluate how AI can be applied to improve support workflows (e.g., automated triage, anomaly detection, intelligent alerting). - Knowledge of RESTful APIs and experience troubleshooting API integrations using Postman. - Exposure to cloud infrastructure (AWS) and containerized environments (Docker, Kubernetes). - Experience with Agile/Scrum methodologies and tools (Jira, Confluence). - Familiarity with CI/CD pipelines and automated testing frameworks (RSpec, Capybara). About Encora Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others. At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

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At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave, and more. We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. 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About the Team The Go To Market Technology (GTMT) organization enables the growth and productivity for DoorDash Go-To-Market teams with reliable data, intelligent workflows, and frictionless experiences that move at the speed of DoorDash. We build systems that streamline business processes to be nimble and effective while serving the needs of our Merchants and Customers. About the Role We're looking for Application Engineers to join our Go-To-Market Technology (GTMT) Operations & Support team, where you’ll maintain business-critical systems and deliver world-class support to our stakeholders. While you'll work with our existing CRM ecosystem, your impact will extend far beyond – you’ll also support our custom solutions using DoorDash's proprietary infrastructure to solve complex business problems. In short, we’re looking for someone that can flex building/maintaining in Salesforce and outside of it. 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Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, an RRSP including an employer match, and a mental health program, among others. To learn more about our benefits, visit our careers page here. The base pay for this position ranges from our lowest geographical market up to our highest geographical market within British Columbia. $124,000—$155,000 CAD About DoorDash At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. If you need any accommodations, please inform your recruiting contact upon initial connection.

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