Tier 3 Support Engineer

Hello Heart

9d • $90,000 - $110,000

About The Position

Hello Heart is looking for a Tier 3 Support Engineer to join their dynamic team. This role involves investigating and resolving complex technical issues, backend services, and serving as a trusted technical partner for internal teams. The ideal candidate is curious, technically sharp, collaborative, and motivated by meaningful work. Reporting to the Director of Technical Operations, the role focuses on investigating technical user issues, supporting client integrations, and diving into data analysis, troubleshooting, and transformation. This role is not user or client-facing.

Requirements

• Must be located in CST or EST time zone
• 3+ years of experience handling Tier 3 technical support requests in high growth environment
• Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc)
• Ability to troubleshoot and configure JSON/YAML files
• Proven hands-on experience working with AWS ecosystem (S3, SQS, Athena)
• Proven hands-on experience working with MongoDB and SQL-based database management system
• Working knowledge of Kubernetes fundamentals (pods, deployments, services)
• Excellent written/verbal communication and documentation skills, with the ability to communicate clearly across departments and varying levels of technical literacy
• Experienced using artificial intelligence tools or agents in your daily workflow to accelerate technical investigation, summarize findings, improve documentation, and delegate repeatable tasks

Responsibilities

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical 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 escalate issues, improve workflows, and reduce recurring support friction

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed