Tier 3 Technical Support Specialist

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

Location: Full-Time Onsite | Denver, CO Headquarters

Compensation: $70,000 - $85,000 / year

Position Overview
The Tier 3 Technical Support Specialist is our final escalation point before Engineering, owning the most complex customer issues and leading the team on diagnosis, queue management, and root cause.

Why This Team

Our support team is hard-working and customer-first. We walk in every day ready to take on a challenge, and we take pride in being the people customers count on when it matters most.
We are also forward thinkers. Before we do something twice, we ask, “Can I automate it?” We use AI to amplify our work, sharpen our processes, and spend more of our time on the problems that need a human. You will join a team that holds itself to a high bar, owns its outcomes, and is building what modern community association support looks like.

Essential Functions

Diagnosis and Resolution

• Own complex cases across FRONTSTEPS Manager, Caliber, payments, and integrations through confirmed resolution
• On every case, establish reproduction steps, constants, variables, and systems involved before attempting a fix
• Troubleshoot with SQL, API debugging, and accounting-level investigation (ledgers, bank reconciliation, AR and AP)
• Write clear resolution summaries and proactive updates so customers understand the problem, the cause, and the fix
• Document bugs with reproduction steps and impact in Azure DevOps and Salesforce
  Queue and Priority Leadership
• Lead the team on queue management, setting the standard for prioritization and housekeeping at every tier
• Prioritize by customer impact, financial risk, and urgency, not arrival order or the loudest request
• Keep every case current and act on aging cases before they become escalations
• Partner with the Customer Support Supervisor on triage rules and handoff criteria that reduce context switching
  Root Cause and Automation
• Analyze case trends to separate symptoms from causes and quantify impact for Product and Engineering
• Track root cause fixes through resolution and confirm case volume drops
• Ask “Can I automate it?” first, and use AI daily to speed up research, documentation, and reporting
• Build AI-assisted workflows and knowledge content that make the whole team faster
  Team Development
• Mentor Tier 1, Tier 2, and BPO partner teams on diagnostic questioning and customer communication
• Turn resolved cases into knowledge base articles, macros, and response library updates
• Partner with Product, Engineering, and Customer Success on complex issues, releases, and at-risk accounts

What Success Looks Like

• Tier 3 escalations across FRONTSTEPS Manager and Caliber are owned and resolved within SLA, with a consistent diagnostic approach on every case: reproduction steps, constants, variables, and systems involved
• The Tier 3 queue stays clean, with every case current and no case going quiet
• Regular trend reporting on top case drivers and root causes, with resolved cases turned into knowledge base content and AI-driven automations
• Queue and prioritization standards adopted by Tier 1 and Tier 2, reducing stale cases, panic escalations, and context switching
• Measurable drops in repeat case volume, with Tier 1 and Tier 2 resolving issues that once required Tier 3

Skills and Qualifications

Required

• 3+ years in SaaS technical support, with direct experience owning escalated Tier 2 or Tier 3 cases
• Proven ability to manage a high-volume queue, prioritize competing urgent work, and keep every case current
• Strong SQL for data lookups, analysis, and troubleshooting
• Working knowledge of APIs and integration troubleshooting
• Experience with Salesforce, Azure DevOps, or similar CRM and ticketing systems
• Track record of using case data to identify trends and drive a root cause fix
• Demonstrated use of AI tools to amplify your work and improve team processes, with examples you can walk us through
• Exceptional written and verbal communication; a strong wordsmith who can explain complex problems and solutions to non-technical users
  Preferred
• HOA or community association accounting experience, or working knowledge of accounting fundamentals (general ledger, AP and AR, bank reconciliation)
• Experience with a community association accounting platform, payment processing, or banking integrations
• Experience building automations, AI workflows, or case trend dashboards
• Background training or mentoring support teams, including BPO partners

Core Competencies

• Extreme ownership: Owns the outcome, not just the ticket. No hand-offs without context, no excuses, and no case left to drift. If something goes wrong, you are the first to name it and the first to fix it.
• High accountability: Does what you say you will do, when you say you will do it. Holds yourself and the