Tier 3 Support Engineer - Backend & Data Troubleshooter

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

Job summary

Hello Heart is growing and seeks a Tier 3 Support Engineer to investigate and resolve complex technical issues, backend services, and partner with internal teams. This role is for someone curious, technically sharp, collaborative, and motivated by meaningful work.

Reporting to our Director of Technical Operations, you'll work across three core areas: investigating technical user issues, supporting client integrations, and diving into data analysis, troubleshooting, and transformation.

Qualifications

• 3+ years of Tier 3 technical support in a high-growth environment.
• Ability to read, understand, and troubleshoot code (Python/SQL/Scala).
• Experience with AWS services (S3, SQS, Athena) and MongoDB.
• Strong written and verbal communication across teams.
• Working hours: CST or EST time zone, 8 AM - 5 PM EST.

Responsibilities

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and investigations through scripting, database queries, and backend data analysis
• Troubleshoot application logs (AWS/Kibana) to identify root causes, patterns, and paths to resolution
• Configure and troubleshoot JSON/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, improve workflows, and reduce recurring support friction

Skills

Python

SQL

Scala

AWS

MongoDB

Kubernetes

JSON/YAML

Communication

Tools

MongoDB

Kubernetes

Job description

Hello Heart is growing and seeks a Tier 3 Support Engineer to investigate and resolve complex technical issues, backend services, and partner with internal teams. This role is for someone curious, technically sharp, collaborative, and motivated by meaningful work.

Reporting to our Director of Technical Operations, you'll work across three core areas: investigating technical user issues, supporting client integrations, and diving into data analysis, troubleshooting, and transformation.