Senior Tier 3 Support Engineer - Root-Cause & Escalations

CaseWorthy; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

CaseWorthy, Inc. is seeking a Tier 3 Technical Support Engineer in the United States to tackle the most challenging customer issues that span multiple systems. You will reproduce problems, file precise bug reports, and serve as the bridge between Support and Engineering.

You own incidents from open to close, communicate clearly with customers and engineers, and collaborate with Product, Customer Success, and QA to improve diagnostics and runbooks.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or Software/Computer Engineering.
• 5+ years in technical support, support engineering, or a similar customer-facing technical role, with at least 2 years at an escalation tier for a SaaS product.
• Strong T-SQL against Microsoft SQL Server: write optimized, non-destructive multi-table queries and trace queries with profiling tools.
• Hands-on experience with Datadog or a comparable APM platform: logs, traces, dashboards, and RUM.
• Hands-on experience reproducing and debugging REST APIs with Postman/Swagger/cURL, including authentication flows and headers.

Responsibilities

• Own escalated cases end to end, drive to resolution, and keep stakeholders informed.
• Validate data/configuration and perform data repair when required.
• Reproduce defects in staging/UAT and file clear bug reports with priorities and severities.
• Provide safe, documented workarounds and explain downsides.
• Partner with Engineering on fixes and validate patches before release.
• Take ownership during P0/P1 escalations and coordinate with R&D teams.
• Write RCA for escalated defects and contribute to knowledge base.

Skills

Escalation management

Root cause analysis

Clear written communication

Incident management

Customer-facing

Education

Bachelor's degree in CS or related field

Tools

Datadog

Postman/Swagger/cURL

Jira/Confluence

SQL Server (T-SQL)

REST APIs

Azure cloud

Job description

CaseWorthy, Inc. is seeking a Tier 3 Technical Support Engineer in the United States to tackle the most challenging customer issues that span multiple systems. You will reproduce problems, file precise bug reports, and serve as the bridge between Support and Engineering.

You own incidents from open to close, communicate clearly with customers and engineers, and collaborate with Product, Customer Success, and QA to improve diagnostics and runbooks.