Support Engineer (L2) — Developer Track | SaaS Startup

About Offshore Launch:

Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them.

Why Join Offshore Launch?

• Impact the growth and success of small and medium-sized businesses.
• Work in a people-first, remote environment that values growth and ongoing development.
• Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration.
• Contribute to a culture that values partnership, service, and excellence.

Your Role:

As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client’s business for multiple years.

You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through:

• Membership in the Offshore Launch Slack workspace
• Bi-weekly All Team meetings
• Monthly reviews

Your job is to help the Client succeed.

Our job is to help you succeed.

About the Client:

We're hiring a technically sharp, fast-moving Support Engineer to join a growing SaaS platform in the nonprofit fundraising space. This is a hybrid support-and-development role — you'll own the morning support queue, resolve bugs independently, and progressively take on deeper technical work as you build codebase familiarity.

You'll be working directly alongside the technical co-founder. There is no senior engineer to escalate to, no large team to absorb tickets, and no hand-holding during onboarding. This role is for someone who thrives in exactly that environment.

Responsibilities:

• Own the L1 support queue (9am–1pm): triage, respond to, and resolve customer-facing technical issues independently
• Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers
• Navigate and debug an existing proprietary codebase you didn't write — quickly and without extensive guidance
• Shift into feature development and deeper technical work in the afternoons as ramp-up progresses
• Communicate ticket status and blockers proactively — without waiting to be asked
• Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure

Who This Role Is For:

You're a problem solver. When handed an unfamiliar system with a bug and no documentation, your instinct is to dig in — not to wait for someone to walk you through it. You'll resolve 3–5+ bugs per day, not one or two. You think in 30-minute sprints, not multi-hour deep dives. Speed is the filter for this role — not just the ability to solve problems, but the ability to solve them fast and move on.

Specifically, you:

• Target 3+ resolved tickets daily during normal periods, scaling to 5+ during demand spikes — carry-over is the exception, not the habit
• Have debugged codebases you didn't build — and are comfortable doing so under time pressure
• Know when to escalate and when to keep going (and won't confuse the two)
• Can context-switch between a customer-facing L1 ticket and a technical L2 bug in the same morning
• Are energized by problem variety, not deep specialization in a single domain

Requirements

• 3–5 years of software development experience (full-stack or backend-leaning)
• Hands-on experience with the Microsoft stack: C#, ASP.NET MVC, SQL Server
• Demonstrated ability to debug unfamiliar codebases independently
• Front-end basics: HTML, CSS, JavaScript, jQuery, Bootstrap
• Strong written English — clear, direct, proactive communicator
• Comfortable working in a lean startup environment with minimal documentation and real ownership

A Note on the Codebase

The platform is proprietary and built primarily by the co-founder. This isn't a well-documented, multi-team system with established conventions — it's one person's architecture, and you'll be learning its logic rather than refactoring it. That's not