Tier 3 Support Engineer

helloheart; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

helloheart is seeking a Tier 3 Support Engineer for a full-time, remote role. You will investigate and resolve complex issues across backend services and data workflows, collaborating with Engineering, Client Operations, and User Support, during Eastern Time business hours.

The role emphasizes internal tooling and data analysis, including reading logs in AWS and Kibana, querying SQL and MongoDB, and scripting to drive bug fixes.

Qualifications

• 3+ years of Tier 3 technical support experience in a high-growth environment.
• Ability to read, understand, and troubleshoot code in Python, SQL, Scala, or similar languages.
• Hands-on experience with AWS ecosystem (S3, SQS, Athena).
• Hands-on experience with MongoDB and SQL-based databases.
• Working knowledge of Kubernetes fundamentals (pods, deployments, services).
• Strong written and verbal communication across cross-functional teams.
• Must be located in the Central or Eastern U.S. time zone.

Responsibilities

• Triage, investigate, and resolve production issues across backend services, data workflows, and internal systems.
• Support bug fixes and investigations through scripting, SQL queries, and backend data analysis.
• Read and interpret application logs in AWS and Kibana to identify root causes and patterns.
• Configure and troubleshoot JSON and YAML files to support updates.
• Retrieve, analyze, and validate user data using SQL and MongoDB for investigations and reporting.
• Collaborate with Engineering, Client Operations, User Support, and other teams to reduce recurring issues.

Skills

Python

SQL

Scala

Tools

Kubernetes

MongoDB

S3

SQS

Athena

SQL databases

Job description

Role overview

Full-time remote opportunity for a Tier 3 Support Engineer to join a technology team focused on heart health, working Monday through Friday during standard Eastern Time business hours. The role centers on investigating and resolving complex technical issues across backend services and data workflows, while supporting internal integrations and data analysis. It is internally focused rather than customer-facing, partnering closely with Engineering, Client Operations, and User Support.

Responsibilities

• Triage, investigate, and resolve production issues across backend services, data workflows, and internal support systems.
• Support bug fixes and technical investigations through scripting, database queries, and backend data analysis.
• Read and interpret application logs in AWS and Kibana to identify root causes and patterns.
• Configure and troubleshoot JSON and 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 escape issues and reduce recurring support friction.

Requirements

• 3+ years of experience handling Tier 3 technical support requests in a high-growth environment.
• Ability to read, understand, and troubleshoot code in Python, SQL, Scala, or similar languages.
• Hands-on experience with the AWS ecosystem, including S3, SQS, and Athena.
• Hands-on experience with MongoDB and SQL-based database systems.
• Working knowledge of Kubernetes fundamentals such as pods, deployments, and services.
• Strong written and verbal communication skills with the ability to work across teams of varying technical backgrounds.
• Must be located in the Central or Eastern U.S. time zone.

Nice to have

• Experience using AI tools or agents in daily workflows to accelerate investigation, summarize findings, improve documentation, and delegate repeatable tasks.

Benefits and work setup

• U.S. base salary range of $90,000 to $110,000, with compensation influenced by skills, experience, and relevant training.
• Annual bonus eligibility, plus a benefits package (specific details not listed in source).