Remote Tier 3 Support Engineer – Backend & Data Systems

helloheart; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

helloheart is seeking a Tier 3 Support Engineer for a full-time, remote role. You will investigate and resolve complex issues across backend services and data workflows, collaborating with Engineering, Client Operations, and User Support, during Eastern Time business hours.

The role emphasizes internal tooling and data analysis, including reading logs in AWS and Kibana, querying SQL and MongoDB, and scripting to drive bug fixes.

Qualifications

• 3+ years of Tier 3 technical support experience in a high-growth environment.
• Ability to read, understand, and troubleshoot code in Python, SQL, Scala, or similar languages.
• Hands-on experience with AWS ecosystem (S3, SQS, Athena).
• Hands-on experience with MongoDB and SQL-based databases.
• Working knowledge of Kubernetes fundamentals (pods, deployments, services).
• Strong written and verbal communication across cross-functional teams.
• Must be located in the Central or Eastern U.S. time zone.

Responsibilities

• Triage, investigate, and resolve production issues across backend services, data workflows, and internal systems.
• Support bug fixes and investigations through scripting, SQL 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 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 reduce recurring issues.

Skills

Python

SQL

Scala

Tools

Kubernetes

MongoDB

S3

SQS

Athena

SQL databases

Job description

helloheart is seeking a Tier 3 Support Engineer for a full-time, remote role. You will investigate and resolve complex issues across backend services and data workflows, collaborating with Engineering, Client Operations, and User Support, during Eastern Time business hours.

The role emphasizes internal tooling and data analysis, including reading logs in AWS and Kibana, querying SQL and MongoDB, and scripting to drive bug fixes.