Senior Tier 3 Tech Support Lead (Onsite, Denver)

Frontsteps; Denver (CO); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Onsite parking

Medical, Dental, and Vision

Life Insurance

Disability Insurance

FSA/HSA

Paid Time Off

Sick Time

401k match

Job summary

FRONTSTEPS is seeking a Tier 3 Technical Support Specialist for our Denver, CO onsite office. You will own the most complex customer issues, lead diagnosis and root-cause analysis, and drive queue management to ensure timely resolutions.

The role emphasizes AI-assisted workflows and documentation to speed research and case handling. You will collaborate with Product, Engineering, and Customer Success to address high-impact issues, build knowledge content, and mentor Tier 1/2 teams.

Qualifications

• 3+ years in SaaS technical support with experience owning escalated Tier 2 or Tier 3 cases
• Proven ability to manage a high-volume queue and prioritize urgent work
• Strong SQL for data lookups, analysis, and troubleshooting
• Working knowledge of APIs and integration troubleshooting
• Experience with Salesforce, Azure DevOps, or similar CRM and ticketing systems
• Track record of using case data to identify trends and drive root-cause fixes
• Demonstrated use of AI tools to amplify work and improve team processes
• Exceptional written and verbal communication; able to explain complex problems to non-technical users

Responsibilities

• Own complex cases across FrontSteps Manager, Caliber, payments, and integrations through confirmed resolution
• Establish reproduction steps, constants, variables, and systems involved before fixing
• Troubleshoot with SQL, API debugging, and accounting-level investigation
• Write clear resolution summaries and proactive updates for customers
• Document bugs with reproduction steps and impact in Azure DevOps and Salesforce
• Lead the team on queue management and prioritization
• Prioritize by customer impact, financial risk, and urgency
• Keep cases current and reduce aging cases
• Partner with Customer Support Supervisor on triage rules and handoffs

Skills

SaaS technical support

SQL

APIs

Salesforce

Azure DevOps

AI tooling

Written and verbal communication

Tools

Salesforce

Azure DevOps

APIs

Job description

FRONTSTEPS is seeking a Tier 3 Technical Support Specialist for our Denver, CO onsite office. You will own the most complex customer issues, lead diagnosis and root-cause analysis, and drive queue management to ensure timely resolutions.

The role emphasizes AI-assisted workflows and documentation to speed research and case handling. You will collaborate with Product, Engineering, and Customer Success to address high-impact issues, build knowledge content, and mentor Tier 1/2 teams.