Tier 3 Support Engineer - Root-Cause & System Expert

iClassPro, Inc.; Longview (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Robust PTO

Health benefits including medical, etc

401(k) contribution

Fun company events

Career growth opportunities

Job summary

iClassPro, the world’s leading class management software provider, is seeking a technically strong problem-solver for our Tier 3 support team in Texas. You’ll tackle complex issues, work with our engineering group, and ensure our software runs reliably at scale.

You will analyze data with SQL, reproduce bugs with engineers, document solutions, mentor junior teammates, and help drive product improvements based on real customer challenges.

Qualifications

• 2+ years in a Tier 2 or Tier 3 technical support 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.
• 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 that require 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

Tiered support

Relational databases

Data analysis

Software troubleshooting

SDLC

SQL

Web technologies

PHP/Laravel

Git

Analytical

Communication

Independent work

Tools

PHP/Laravel

Git

HTML/CSS/JS

Job description

iClassPro, the world’s leading class management software provider, is seeking a technically strong problem-solver for our Tier 3 support team in Texas. You’ll tackle complex issues, work with our engineering group, and ensure our software runs reliably at scale.

You will analyze data with SQL, reproduce bugs with engineers, document solutions, mentor junior teammates, and help drive product improvements based on real customer challenges.