Senior Tier 3 Backend Support Engineer (AI Health)

Hello Heart; Northern (KY); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Hello Heart is seeking a Tier 3 Support Engineer to investigate and resolve complex production issues across backend services and data workflows. You will be a trusted technical partner for internal teams, with a focus on debugging, scripting, and root-cause analysis.

Reporting to the Director of Technical Operations, you’ll work across investigations, client integrations, and data analysis, leveraging AWS, MongoDB, SQL, and Kubernetes to drive stable, scalable systems.

Qualifications

• 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.

Responsibilities

• 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 (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 to support 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.

Skills

Tier 3 support

Code troubleshooting

Python/SQL/Scala

JSON/YAML

AWS

MongoDB

SQL databases

Kubernetes

Documentation

AI tools in workflow

Tools

AWS

MongoDB

JSON

Kubernetes

Job description

Hello Heart is seeking a Tier 3 Support Engineer to investigate and resolve complex production issues across backend services and data workflows. You will be a trusted technical partner for internal teams, with a focus on debugging, scripting, and root-cause analysis.

Reporting to the Director of Technical Operations, you’ll work across investigations, client integrations, and data analysis, leveraging AWS, MongoDB, SQL, and Kubernetes to drive stable, scalable systems.