Senior Tier 3 Tech Support Specialist (Automation & AI)

Frontsteps; Quinte West; On-site; CAD 98,000 - 119,000; Full time

Job summary

Frontsteps in Denver, CO is seeking a Tier 3 Technical Support Specialist to own the most complex customer issues and drive diagnostics, queue management, and root cause analysis. This role is the final escalation before Engineering and requires strong SQL, API debugging, and CRM tooling experience.

You will mentor Tier 1–2 teams, document bugs, create knowledge content, and help shape AI-assisted workflows that speed up research, documentation, and reporting.

Qualifications

• 3+ years in SaaS technical support.
• Experience owning escalated Tier 2 or Tier 3 cases.
• Strong SQL, API debugging, and data analysis.
• Experience with Salesforce or Azure DevOps.
• Excellent written and verbal communication.

Responsibilities

• Own complex cases across modules with confirmed resolution.
• Develop reproduction steps and diagnose systems involved.
• Troubleshoot with SQL and API debugging.
• Document bugs with reproduction steps.
• Mentor Tier 1–2 teams.
• Create knowledge base content and AI-assisted workflows.

Skills

SaaS support

SQL

APIs

CRM tooling

Customer communication

AI tooling

Tools

Salesforce

Azure DevOps

Job description

Frontsteps in Denver, CO is seeking a Tier 3 Technical Support Specialist to own the most complex customer issues and drive diagnostics, queue management, and root cause analysis. This role is the final escalation before Engineering and requires strong SQL, API debugging, and CRM tooling experience.

You will mentor Tier 1–2 teams, document bugs, create knowledge content, and help shape AI-assisted workflows that speed up research, documentation, and reporting.