Tier 3 Support Engineer: Data, Debugging & Growth

iClassPro Inc; Longview (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Robust PTO

Health benefits

401(k) plan

Team events

Career growth

Job summary

iClassPro is seeking a technically strong problem-solver to join our Tier 3 support team in the United States. You’ll analyze data with SQL, tackle complex issues, and work closely with our engineering team to ensure reliable software at scale.

You’ll own issues end-to-end, document solutions, mentor junior teammates, and contribute to product improvements based on real-world customer challenges. This role blends diagnostics with proactive process optimization in a fast-paced environment.

Qualifications

• 2+ years in a Tier 2 or Tier 3 technical support or similar role.
• Strong understanding of relational databases and data analysis.
• Experience troubleshooting software systems in a production environment.
• Familiarity with the software development lifecycle.
• Working knowledge of SQL and basic web technologies (HTML, CSS, JavaScript).
• Experience with PHP/Laravel and Git is a plus.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Self-motivated, organized, and comfortable working independently in a fast-paced environment.

Responsibilities

• Analyze data using SQL and internal tools to diagnose problems and support customer needs.
• Investigate and resolve complex technical issues requiring deep system and database knowledge.
• Collaborate with Engineering and QA to reproduce bugs and contribute to long-term fixes.
• Communicate clearly with stakeholders, providing timely and transparent updates.
• Own issues end-to-end, from investigation through resolution.
• Contribute to internal documentation and improve support processes.
• Mentor Tier 1 and Tier 2 team members on technical troubleshooting and best practices.
• Provide input on product improvements based on real-world customer challenges.

Skills

SQL

Relational databases

Troubleshooting

Software development lifecycle

HTML/CSS/JavaScript

PHP/Laravel

Git

Analytical skills

Technical communication

Independent work

Tools

Git

Job description

iClassPro is seeking a technically strong problem-solver to join our Tier 3 support team in the United States. You’ll analyze data with SQL, tackle complex issues, and work closely with our engineering team to ensure reliable software at scale.

You’ll own issues end-to-end, document solutions, mentor junior teammates, and contribute to product improvements based on real-world customer challenges. This role blends diagnostics with proactive process optimization in a fast-paced environment.