Tier 3 Technical Support Engineer

Job Summary

The Tier 3 Technical Support Engineer is the last line of technical defense before an issue reaches Engineering. You own the hardest customer problems: the ones Tier 1 and Tier 2 could not resolve that span multiple systems, or that point to a defect in the product itself.

You will spend most of your time in logs, databases, APIs, and code, reproducing issues and finding root cause. You act as the bridge between Support and Engineering, translating customer impact into actionable bug reports and bringing engineering context back to the support team. This role reports to the Director of Technical Support and works closely with Engineering, Product, and Customer Success.

Responsibilities

• Own escalated cases end to end, take complex, high-impact, or long-running issues from Tier 2, drive them to resolution, and keep the customer and account team informed throughout.
• Triage where a problem lives (browser, application, API, database, or infrastructure) before deep-dive analysis, and balance short-term containment such as workarounds or rollback against the long-term fix engineering will implement.
• Perform deep root-cause analysis using application logs, database queries, API traces, browser dev tools, and monitoring data (APM, error tracking, infrastructure metrics).
• Validate data and configuration as part of every investigation: determine whether the cause is bad or missing data, misconfiguration, or incorrect assumptions about the customer's setup, and perform data repair when required.
• Reproduce defects in staging or UAT with equivalent configuration and de-identified sample data, and file bug reports that meet the Definition of Ready, including proposed Priority and Severity with a one-line reason for each. Resolve and resubmit any ticket the bug-triage agent returns as incomplete.
• Provide safe, clearly documented workarounds and state their downsides on the ticket.
• Partner with Engineering on fixes: raise customer impact and priority changes through weekly triage or a comment on the bug, validate patches before release, and confirm resolution with the customer.
• Take ownership when Tier 1 declares a suspected P0, P1, or PHI exposure: open the Jira ticket, alert the owning R&D team in Microsoft Teams with symptoms, scope, impact, and any known workaround, and participate in the CritSit until resolved.
• Own the customer from open to close: provide updates at the agreed cadence, write every message that goes to the customer, and close only after the customer confirms the fix or a documented workaround.
• Write the root cause analysis for escalated defects, and deliver the formal RCA when a contract requires one.
• Protect client data in every ticket and attachment: de-identify records, redact screenshots, recordings, HAR files, and logs before filing, link to Datadog traces rather than exporting them, and follow the approved production access process, logging each access on the ticket.
• Put engineering's plain-language root causes into the knowledge base so the next ticket is solved at Tier 1, build runbooks and diagnostic tooling for Tier 1 and Tier 2, and coach Tier 2 on the Tier 2 versus Tier 3 criteria and the Definition of Ready.
• Identify recurring issue patterns and systemic weaknesses and recommend hardening, design changes, or backlog items to the owning team's triage.
• Participate in a rotating on-call schedule for P0 and P1 escalations outside business hours.
• Performs other duties as assigned.
• Ability to travel nationwide, up to 10% annually.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or Software/Computer Engineering.
• 5+ years in technical support, support engineering, or a similar customer-facing technical role, with at least 2 years at an escalation tier for a SaaS product.
• Strong T-SQL against Microsoft SQL Server: you can write optimized, non-destructive multi-table queries to investigate data issues without help and use SQL Profiler or similar tools to trace problematic queries.
• Hands-on experience with Datadog or a comparable APM platform: log search, traces, dashboards, and RUM sessions, used to correlate errors with deploys or configuration changes and pinpoint when a regression started.
• Proficiency with browser developer tools: capturing HAR files and console logs, and diagnosing JavaScript, CSP, CORS, and network (4xx, 5xx, timeout) failures.
• Hands-on experience reproducing and debugging REST APIs with Postman, Swagger, or cURL, including authentication flows (OAuth, SAML/SSO) and inspecting headers, payloads, and status codes.
• Working understanding of SaaS architecture: web front ends, backend services, relational databases, message queues, and third-party integrations.
• Experience with Atlassian tools like Jira and Confluence.
• Understanding of PHI and PII handling obligations, including de-identification and redaction of diagnostic evidence.
• Clear written communication: you can explain a complex technical failure to a customer in plain language and to an engineer in precise technical terms, and document reproduction steps so an engineer can act without a clarifying question.
• Calm under pressure and methodical during incidents, with a record of owning problems until they are fully closed.

Preferred Skills & Qualifications

• Experience supporting software in the human services space (HMIS, Medicaid, HCBS, I/DD) or another regulated industry, and familiarity with HIPAA or SOC 2.
• Working knowledge of a scripting language (PowerShell, Python, or similar) for diagnostics and data validation.
• Ability to read C# and .NET application code well enough to trace a bug to a likely source.
• Experience with Microsoft Azure and cloud-hosted multi-tenant applications.
• Familiarity with the data integration landscape: ETL tools, iPaaS platforms, or SFTP/flat-file exchange.
• Experience building internal support tooling or contributing to a product codebase.
• ITIL Foundation or equivalent incident and problem management training.

We are unable to sponsor employment visas or support STEM OPT work authorization for this role.