Software Support Engineer

Summary The Trading Platform Software Support Engineer is the Engineer who turns recurring trader-impacting issues into permanent fixes. Sitting inside Engineering, this role takes ownership of the most technically complex escalations on TopstepX and Topstep Brokerage: reproducing them in a local environment, diagnosing them in code, shipping the fix, and instrumenting the platform so the next occurrence is caught earlier or prevented entirely. This role is engineering-first by design. The majority of the work is writing production code: bug fixes, internal admin tooling, automation, and small-to-medium feature work that closes recurring support gaps. The role also includes building the observability and diagnostic surfaces that make the broader team faster at every subsequent investigation. The remainder is leading end-to-end investigations into trader-impacting issues across distributed services, integration boundaries, and complex state. Success in this position requires strong full-stack engineering skill in C#/.NET and React, sharp debugging instincts in distributed systems, and the judgment to know when a one-off fix is enough versus when the right answer is a tool, a platform change, or a process change that retires the issue class permanently. Key Responsibilities Engineering & Code Ownership Drive engineering-routed escalations from reproduction through resolution, collaborating with other engineers as needed to land the right fix. Write production code across our C#/.NET back-end services and React front-end to resolve escalations directly when the scope is small enough for an on-the-spot fix. When an escalation requires work beyond an on-the-spot fix, scope it into a well-defined ticket so the work can be prioritized and picked up by any engineer on the team, including this role. Build and maintain internal admin tooling and operator surfaces that reduce manual intervention from operations and support teams. Investigation & Incident Response Lead complex investigations across distributed traces, database state reconstruction, race conditions, and integration boundary failures. Reproduce trader-reported issues in a local development environment; pair with engineers when reproduction crosses service boundaries. Be a main participant in the Trading Platform on-call rotation. Respond to active production incidents: assess severity, drive stabilization (rollback, hotfix, or mitigation), and keep stakeholders informed while resolution is in progress. Pull in the right engineers and operations partners quickly when an incident exceeds your scope or requires specialist knowledge. Lead post-incident reviews for issues investigated and produce candid, learning-oriented write-ups the broader engineering team can use. Tooling & Observability Identify the dashboards, queries, alerts, runbooks, and processes that would make investigations easier for yourself and the support team. Look for recurring manual work across investigation, data export, and administrative actions, and replace it with automation that reduces ongoing toil for the team. Improve diagnostic instrumentation in the platform itself, including log quality, structured error context, and trace propagation across services. Be a primary stakeholder of Admin interface functionality alongside the rest of the Production Engineering team to improve tooling for support and engineering needs. Cross-Team Partnership Partner with SWE on root-cause fixes and post-incident actions; partner with QA on regression coverage for previously-shipped bugs. Partner with Cloud Ops on infrastructure metrics, alarms, alerts, and related observability, both to inform application-level investigations and to proactively flag services that aren’t performing correctly. Partner with Product to translate recurring trader pain into well-defined backlog items, with you as the engineering author of the case. Communicate clearly with non-engineering stakeholders about investigation status, root caus…