Senior Tier 3 Tech Support Specialist - 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

401k match

Job summary

Frontsteps is seeking a Tier 3 Technical Support Specialist to own the most complex customer issues, guiding diagnosis and resolution across Frontsteps Manager, Caliber, payments, and integrations. This onsite Denver role emphasizes rigorous SLA adherence and proactive communication with customers.

You will lead queue management, mentor Tier 1-2 colleagues, and collaborate with Product and Engineering on root-cause fixes.

Qualifications

• 3+ years in SaaS technical support owning escalated Tier 2 or Tier 3 cases.
• Ability to manage a high-volume queue, prioritize urgent work, and maintain current case status.
• Strong SQL for data lookups, analysis, and troubleshooting.
• Working knowledge of APIs and integration troubleshooting.
• Experience with Salesforce, Azure DevOps, or similar CRM/ticketing systems.
• Track record of using case data to identify trends and drive fixes.
• Demonstrated use of AI tools to speed up research and documentation.

Responsibilities

• Own complex cases across FRONTSTEPS Manager, Caliber, payments, and integrations through confirmed resolution.
• Lead queue management and set prioritization standards to reduce escalations.
• Analyze case trends and quantify impact for product and engineering.
• Write resolution summaries and proactive updates for customer clarity.
• Document bugs with reproduction steps in Azure DevOps and Salesforce.

Skills

SaaS support

Escalation ownership

SQL

APIs

Salesforce

Azure DevOps

AI tooling

Communication

Tools

Salesforce

Azure DevOps

Job description

Frontsteps is seeking a Tier 3 Technical Support Specialist to own the most complex customer issues, guiding diagnosis and resolution across Frontsteps Manager, Caliber, payments, and integrations. This onsite Denver role emphasizes rigorous SLA adherence and proactive communication with customers.

You will lead queue management, mentor Tier 1-2 colleagues, and collaborate with Product and Engineering on root-cause fixes.