Tier 3 Customer Support Engineer

Jobtailor; Deutschland; Remote; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced Tier 3 Technical Support professional in Germany to triage and resolve production issues across backend services and data workflows. The role emphasizes deep debugging, scripting, SQL/MongoDB data investigations, and collaboration with Engineering and Client Operations.

The successful candidate will troubleshoot logs with AWS/Kibana, configure JSON/YAML, and contribute to process improvements while maintaining clear documentation and strong communication

Qualifikationen

• 3+ years of experience handling Tier 3 technical support requests in a high growth environment.
• Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc).
• Ability to troubleshoot and configure JSON/YAML files.
• Hands-on experience with AWS ecosystem (S3, SQS, Athena).
• Experience with MongoDB and SQL-based databases.
• Working knowledge of Kubernetes fundamentals.
• Excellent written and verbal communication and documentation skills.
• Experience using AI tools or agents to accelerate investigations and documentation.

Aufgaben

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical investigations through scripting, database queries, and backend data analysis
• Troubleshoot application logs using AWS/Kibana to identify root causes and resolution paths
• Configure and troubleshoot JSON/YAML files to support issue resolution and system updates
• Retrieve, analyze, and validate user data using SQL and MongoDB for investigations and reporting
• Collaborate with Engineering, Client Operations, User Support, and other teams to improve workflows and reduce recurring support friction
• Report to the Director of Technical Operations
• Work across technical user issues, client integrations, and data analysis; not user- or client-facing

Jobbeschreibung

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical investigations through scripting, database queries, and backend data analysis
• Troubleshoot application logs using AWS/Kibana to identify root causes, patterns, and paths to resolution
• Configure and troubleshoot JSON/YAML files to support issue resolution and system updates
• Retrieve, analyze, and validate user data using SQL and MongoDB for investigations, reporting, and internal requests
• Partner with Engineering, Client Operations, User Support, and other internal teams to elevate issues, improve workflows, and reduce recurring support friction
• Report to the Director of Technical Operations
• Work across technical user issues, client integrations, and data analysis, troubleshooting, and transformation; the role is not user- or client-facing

Requirements

• Must be located in CST or EST time zone
• Expected working hours: Monday - Friday / 8 AM - 5 PM EST
• 3+ years of experience handling Tier 3 technical support requests in high growth environment
• Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc)
• Ability to troubleshoot and configure JSON/YAML files
• Proven hands-on experience working with AWS ecosystem (S3, SQS, Athena)
• Proven hands-on experience working with MongoDB and SQL-based database management system
• Working knowledge of Kubernetes fundamentals (pods, deployments, services)
• Excellent written/verbal communication and documentation skills, with the ability to communicate clearly across departments and varying levels of technical literacy
• Experienced using artificial intelligence tools or agents in your daily workflow to accelerate technical investigation, summarize findings, improve documentation, and delegate repeatable tasks

Core Competencies

Demonstrates expertise in troubleshooting and resolving production-related issues across backend services and data workflows, utilizing skills in SQL, MongoDB, and AWS. Strong communication abilities facilitate collaboration with cross-functional teams to enhance workflows and reduce support friction.

Highest-signal resume keywords

• Tier 3 Technical Support
• SQL Database Management
• AWS Ecosystem (S3, SQS, Athena)
• JSON/YAML Configuration
• MongoDB

ATS Optimization Keywords

Hard Skills

• Python
• SQL
• Scala
• Kubernetes Fundamentals
• Data Analysis
• Backend Data Analysis
• Scripting
• Troubleshooting
• Technical Investigation
• Application Log Analysis

Soft Skills

• Excellent Communication
• Documentation Skills
• Collaboration

Industry Keywords

• Technical Support
• High Growth Environment
• Client Integrations
• Data Workflows
• Production Issues

Tools & Technologies

• AWS
• Kibana
• MongoDB
• SQL
• Artificial Intelligence Tools