Tier 3 Support Engineer

Cerbo; Portland (OR); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative healthcare SaaS company is seeking a Tier 3 Support Engineer to provide advanced technical support and ensure client satisfaction. In this dynamic role, you'll leverage your expertise in the LAMP stack and problem-solving skills to resolve complex issues and collaborate with various teams. As a subject matter expert, you'll also document interactions and contribute to improving support processes. Join a forward-thinking firm that values integrity and client support, and help enhance the customer experience while working remotely in a supportive environment.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Plan with Matching

Disability Insurance

Paid Time Off

Remote Work Tools

Qualifications

• 3+ years in technical support, troubleshooting complex issues.
• Strong knowledge of LAMP stack and excellent communication skills.

Responsibilities

• Serve as the highest escalation point for complex technical issues.
• Document support interactions accurately and improve support processes.

Skills

LAMP stack

Linux

PHP

MySQL

JavaScript

Analytical Skills

Problem-Solving

Communication Skills

Education

Bachelor's degree in Computer Science

Equivalent experience in IT

Tools

Ticketing System

Communication Tools

Job description

The Company
Cerbo is a high-growth healthcare SaaS company dedicated to supporting holistic lifestyles and personalized medicine through our cloud-based electronic health records (EHR) and patient portal software, Cerbo EHR. Used by healthcare offices worldwide, Cerbo has evolved from a developer’s side project into a leading system for functional or 'root cause' medicine and membership- or cash-based clinics. We prioritize integrity, product excellence, and client support. As our team expands, we are seeking a Tier 3 Support Engineer to join us.

What You’ll Do
Provide advanced technical support to clients and internal teams, demonstrating deep product knowledge, excellent problem-solving, and clear communication of technical concepts. Thrive in a dynamic environment and deliver exceptional customer service promptly.

Primary Responsibilities

• Serve as the highest escalation point for complex technical issues, ensuring timely resolution and customer satisfaction.
• Summarize and escalate tickets for developers.
• Work with development to identify improvements to reduce ticket volume.
• Collaborate with Tier 1 and 2 support teams to identify trends and recurring issues, guiding troubleshooting efforts.
• Act as a subject matter expert, providing training and knowledge transfer.
• Document support interactions accurately, including troubleshooting steps and resolutions.
• Respond to issues via ticketing system and communication tools.
• Continuously improve support processes for efficiency.
• Stay informed on industry trends to enhance products and customer experience.
• Communicate regularly with clients about issue progress and resolution.
• Participate in on-call rotations for after-hours support.

What You’ll Bring

• Bachelor's degree in Computer Science, IT, or related field, or equivalent experience.
• At least 3 years in a technical support role, troubleshooting complex issues and delivering excellent customer service.
• Strong knowledge of the LAMP stack, Linux, PHP, MySQL, and JavaScript.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively.
• Customer-focused mindset and dedication to exceeding expectations.

Compensation & Benefits

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• 401(k) plan with matching.
• Disability insurance.
• Paid Time Off and holidays.
• Remote work tools and processes.

Location: 100% Remote

We are an equal opportunity employer committed to diversity and inclusion, and we do not discriminate based on race, religion, gender, or other protected statuses.