Tier 3 Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of escalated cases from start to finish, managing complex, high-impact, or long-lasting issues transitioning from Tier 2 to resolution.

• Keep customers and account teams updated throughout the investigation process.

• Assess whether issues arise from the browser, application, API, database, or infrastructure.

• Balance immediate containment strategies, workarounds, or rollbacks with long-term engineering solutions.

• Conduct root-cause analysis using a variety of tools, including logs, database queries, API traces, browser developer tools, APM data, error tracking, and infrastructure metrics.

• Validate data and configurations, performing data repairs when necessary.

• Reproduce defects in staging or UAT environments using equivalent configurations and anonymized sample data.

• Submit comprehensive bug reports with suggested Priority and Severity, and address incomplete reports returned from triage.

• Provide documented workarounds and clarify their limitations.

• Collaborate with Engineering on fixes, validate patches prior to release, and confirm resolutions with customers.

• Manage suspected P0, P1, or PHI exposure incidents, including Jira tickets, Microsoft Teams alerts, and participation in Critical Situations.

• Write customer communications and close cases only after receiving customer confirmation or providing documented workarounds.

• Prepare root-cause analyses and formal RCAs when required by contract.

• Safeguard client data through de-identification, redaction, approved production access, and logging of ticket access.

• Contribute plain-language root causes to the knowledge base.

• Develop runbooks and diagnostic tools for Tier 1 and Tier 2, coaching Tier 2 on escalation criteria.

• Identify recurring issue patterns and propose hardening, design changes, or backlog items.

• Engage in rotating on-call coverage for P0 and P1 escalations outside of business hours.

• Perform other assigned duties.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or Software/Computer Engineering.

• Over 5 years of experience in technical support, support engineering, or a similar customer-facing technical role.

• A minimum of 2 years in an escalation tier for a SaaS product.

• Proficient in T-SQL for Microsoft SQL Server, including optimized, non-destructive multi-table queries and SQL Profiler or similar tools.

• Hands-on experience with Datadog or a comparable APM platform, covering log searches, traces, dashboards, and RUM sessions.

• Skilled in browser developer tools, including HAR files, console logs, JavaScript, CSP, CORS, and diagnosing network failures.

• Practical experience in reproducing and debugging REST APIs using Postman, Swagger, or cURL.

• Familiarity with authentication flows, including OAuth and SAML/SSO.

• Working knowledge of SaaS architecture, encompassing web front ends, backend services, relational databases, message queues, and third-party integrations.

• Proficient with Atlassian tools such as Jira and Confluence.

• Understanding of PHI and PII handling requirements, including de-identification and redaction.

• Excellent written communication skills, with the ability to accurately document reproduction steps.

• Ability to maintain composure and a methodical approach during incidents, managing problems to resolution.

• Preferred: experience in supporting software within the human services sector or another regulated industry, along with familiarity with HIPAA or SOC 2.

• Preferred: working knowledge of PowerShell, Python, or similar scripting languages.

• Preferred: ability to read C# and .NET application code.

• Preferred: experience with Microsoft Azure and cloud-hosted multi-tenant applications.

• Preferred: understanding of ETL tools, iPaaS platforms, or SFTP/flat-file exchanges.

• Preferred: experience in developing internal support tools or contributing to a product codebase.

• Preferred: ITIL Foundation or equivalent training in incident and problem management.

• Unable to sponsor employment visas or support STEM OPT work authorization.

🏝️ Benefits

• Fully remote work environment.

• Participation in rotating on-call for P0 and P1 escalations outside of business hours.

• Opportunity to travel nationwide, up to 10% annually.