Tier 3 Technical Support Engineer — Solve Complex Issues

iClassPro - Class Management Software; Longview (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Generous PTO

Health benefits

401(k)

Team events

Career growth

Job summary

iClassPro is seeking a technically strong problem-solver to join our Tier 3 support team. You will work directly with our engineering team to analyze complex issues, diagnose problems, and ensure our class management software runs reliably at scale.

You will own issues end-to-end, investigate root causes, and contribute to long-term fixes while mentoring junior teammates and documenting improvements for our internal processes.

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.

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

Tier 2/3 support

SQL analysis

Relational databases

Web technologies basics

PHP/Laravel

Git

Tools

Git

PHP/Laravel

Laravel ecosystem

Job description

iClassPro is seeking a technically strong problem-solver to join our Tier 3 support team. You will work directly with our engineering team to analyze complex issues, diagnose problems, and ensure our class management software runs reliably at scale.

You will own issues end-to-end, investigate root causes, and contribute to long-term fixes while mentoring junior teammates and documenting improvements for our internal processes.