Senior Technical Support Triage Engineer (Remote)

ECP; Denver (CO); Remote; USD 65,000 - 90,000; Full time

Job summary

ECP in Denver is seeking a Customer Support Specialist III to serve as the final escalation point and primary technical triage resource before issues reach Dev, Pharmacy, Billing, Compliance, or Product. You will reproduce complex issues, validate bugs, gather context, and help improve release quality through documentation, testing, and knowledge sharing with cross-functional teams.

You will also support QA during releases, maintain detailed ticket documentation, and enable Level 1–2 teams

Qualifications

• Minimum 3+ years of customer service experience.
• At least 1 year of escalated technical support experience.
• Experience with billing/financial terminology and processes preferred.
• Familiarity with JIRA, ServiceDesk, and UAT is preferred.
• Strong problem-solving and ability to replicate and test suspected bugs.
• Excellent verbal and written communication skills with clear replication steps.
• Ability to learn new systems quickly.
• Bachelor’s or Associate’s degree preferred.
• Remote-work environment compliant with cybersecurity policies.
• Regular hours 8:00am-5:30pm CT; on-call rotation.

Responsibilities

• Serve as the final escalation point for complex issues prior to Engineering.
• Reproduce reported issues in staging to confirm behavior and isolate root causes.
• Perform detailed technical investigation across product workflows, integrations, and configurations.
• Determine whether issues represent defects, configuration problems, or expected behavior.
• Gather logs, screenshots, steps to reproduce, and environmental context to create actionable tickets.
• Gatekeeper for escalations, ensuring only validated issues reach Engineering.
• Assist with categorization of severity and prioritization of tickets.
• Monitor ticket data for trends and work with leadership to address them.
• Translate ticket information between Support and Dev teams.
• Provide knowledge sharing and enable Levels 1 and 2 through training.

Skills

Customer service

Technical support

Problem solving

Communication skills

Adaptability

Education

Bachelor's or Associate's degree preferred

Tools

JIRA

ServiceDesk

UAT

Job description

ECP in Denver is seeking a Customer Support Specialist III to serve as the final escalation point and primary technical triage resource before issues reach Dev, Pharmacy, Billing, Compliance, or Product. You will reproduce complex issues, validate bugs, gather context, and help improve release quality through documentation, testing, and knowledge sharing with cross-functional teams.

You will also support QA during releases, maintain detailed ticket documentation, and enable Level 1–2 teams