Ruby Engineer (Tier 3 / Production Escalation Technical Support Engineer)

Gotoinc is seeking a Ruby Engineer to join their payments infrastructure team as a Tier 3 technical escalation specialist. This role focuses on investigating complex production issues, debugging integrations, and bridging communication between Customer Support and Core Engineering teams rather than feature development.

• Investigate and troubleshoot complex production issues across Ruby-based systems
• Debug API integrations and payment gateway interactions using Postman, logs, and monitoring systems
• Act as Tier 3 technical escalation layer for customer-facing support teams
• Provide structured, well-written technical explanations to Support and customers
• Distinguish between product bugs, expected system behavior, and customer integration issues
• Document findings and contribute to internal knowledge base
• Collaborate with Core Engineering when product changes or fixes are required
• Participate in technical reviews and RFC discussions
• Emulate customer-side implementations and trace system interactions across services

• Strong production experience with Ruby
• Deep experience debugging API-driven and distributed systems
• Strong understanding of REST APIs and payment gateway integrations
• Advanced Postman proficiency
• Working knowledge of fullstack troubleshooting (low-to-medium proficiency across multiple languages)
• Ability to emulate customer-side implementations (iFrame + HTML/JS)
• Experience tracing system interactions across services
• Strong analytical mindset and comfort with ambiguous environments
• Excellent written English communication skills
• Comfortable working primarily in text-based communication
• Willingness to leverage AI tools for efficiency

Nice to Have:

• Experience in fintech or payments infrastructure
• Familiarity with SaaS platforms and customer-facing systems
• Experience in escalation, support engineering, or reliability roles
• Understanding of system monitoring and observability practices