Tier 3 Support Engineer

Role overview Full-time remote opportunity for a Tier 3 Support Engineer to join a technology team focused on heart health, working Monday through Friday during standard Eastern Time business hours. The role centers on investigating and resolving complex technical issues across backend services and data workflows, while supporting internal integrations and data analysis. It is internally focused rather than customer-facing, partnering closely with Engineering, Client Operations, and User Support.

Responsibilities - Triage, investigate, and resolve production issues across backend services, data workflows, and internal support systems. - Support bug fixes and technical investigations through scripting, database queries, and backend data analysis. - Read and interpret application logs in AWS and Kibana to identify root causes and patterns. - Configure and troubleshoot JSON and YAML files to support issue resolution and system updates. - Retrieve, analyze, and validate user data using SQL and MongoDB to support investigations, reporting, and internal requests. - Partner with Engineering, Client Operations, User Support, and other internal teams to escalate issues and reduce recurring support friction.

Requirements - 3+ years of experience handling Tier 3 technical support requests in a high-growth environment. - Ability to read, understand, and troubleshoot code in Python, SQL, Scala, or similar languages. - Hands-on experience with the AWS ecosystem, including S3, SQS, and Athena. - Hands-on experience with MongoDB and SQL-based database systems. - Working knowledge of Kubernetes fundamentals such as pods, deployments, and services. - Strong written and verbal communication skills with the ability to work across teams of varying technical backgrounds. - Must be located in the Central or Eastern U.S. time zone.

Nice to have - Experience using AI tools or agents in daily workflows to accelerate investigation, summarize findings, improve documentation, and delegate repeatable tasks.

Benefits and work setup - U.S. base salary range of $90,000 to $110,000, with compensation influenced by skills, experience, and relevant training. - Annual bonus eligibility, plus a benefits package (specific details not listed in source).