Tier 3 Support Engineer

JOB SUMMARY 
The Tier 3 Support Engineer provides advanced technical expertise for complex incidents, major outages, and escalations beyond the scope of Tier 1 and Tier 2 support. This role is responsible for root cause analysis, long-term remediation, and active participation in IT projects and continuous improvement initiatives. The Tier 3 Engineer serves as a senior technical resource and a liaison between the service desk  and other IT teams. This position participates in an on-call rotation and is responsible for responding to critical incidents and urgent escalations outside normal business hours. 

JOB DUTIES 
Advanced Incident & Problem Management  

• Resolve escalated incidents requiring deep technical expertise. 
• Perform root cause analysis for recurring issues and recommend long-term fixes. 
• Support critical incidents, ensuring minimal disruption to business operations. 
• Serve as part of the on-call rotation to address high-priority incidents, perform root cause 
• analysis, and provide advanced support for critical systems.  
• Document incident findings, lessons learned, and permanent fixes. 

Project & Technical Involvement  

• Contribute to IT initiatives such as upgrades, system rollouts, and integrations. 
• Partner with other IT teams on cross-functional projects. 
• Assist with testing, rollout support, and post-implementation validation. 
• Provide technical input and risk assessment during change management and release management procedures. 

Knowledge & Continuous Improvement  

• Develop advanced documentation and knowledge base content. 
• Mentor tier 1 and 2 to improve technical capability across the team. 
• Recommend tooling, process, or architectural improvements to enhance support effectiveness and system reliability. 

Liaison & Collaboration  

• Act as a technical bridge between the service desk and other IT functions. 
• Communicate effectively with business stakeholders during escalations or projects. 
• Ensure alignment of support with organizational IT strategy. 
• Provide status updates, post-incident reports, and technical explanations as needed. 

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description. 

QUALIFICATIONS 

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). 
• 4+ years in IT support with significant Tier 2/3 experience. 
• Advanced knowledge of Windows, macOS, and Linux environments. 
• Strong understanding of networking (TCP/IP, DNS, DHCP, VPNs, firewalls). 
• Experience with virtualization (VMware, Hyper-V), cloud services (Azure, AWS). 
• Experience with scripting and automation (PowerShell, Python, Bash). 
• Familiarity with identity and access management tools (Active Directory, Azure AD, MFA). 
• Familiarity with endpoint management, patching, and monitoring tolls.
• ITIL Foundation, Microsoft/Azure certifications, or cloud-related certifications (AWS/Azure Solutions Architect, etc.) preferred. 
• Excellent written and verbal communication skills. 
• Experience supporting regulated, high-availability, and fast-paced environments with a customer-focused mindset. 
• Strong collaboration skills, ability to work under pressure, and manage escalations effectively.  
• Competence in documentation and change management processes. 
• Excellent analytical and problem-solving skills. 

Wage: Dependent on Experience
Type: Full-Time

Location: Hybrid in Nashville, TN
 

Additional Information

We are committed to providing a competitive Total Rewards Package that meets our employee’s needs.

From a choice of medical, dental and vision plan to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package. We believe in great work, and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing people daily through our Moments of Truth Program. In addition to recognition, we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars.