Tier 3 Support Engineer

Hello Heart

12h • $90,000 - $110,000

About The Position

Hello Heart is seeking a Tier 3 Support Engineer to investigate and resolve complex technical issues involving backend services and data, and to serve as a technical partner to internal teams. The role spans investigation of technical user issues, support for client integrations, and data analysis, troubleshooting, and transformation. It is not user- or client-facing. The position reports to the Director of Technical Operations and is intended for a curious, technically skilled, collaborative person motivated by meaningful work.

Requirements

• Must be located in the CST or EST time zone.
• Expected working hours are Monday through Friday, 8 AM to 5 PM EST.
• At least 3 years of experience handling Tier 3 technical support requests in a high-growth environment.
• Ability to read, understand, and troubleshoot code, such as Python, SQL, or Scala.
• Ability to troubleshoot and configure JSON/YAML files.
• Hands-on experience with the AWS ecosystem, including S3, SQS, and Athena.
• Hands-on experience with MongoDB and a SQL-based database management system.
• Working knowledge of Kubernetes fundamentals, including pods, deployments, and services.
• Excellent written and verbal communication and documentation skills, including the ability to communicate clearly across departments and varying levels of technical literacy.
• Experience using artificial intelligence tools or agents in daily workflows to accelerate technical investigations, 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 using scripting, database queries, and backend data analysis.
• Troubleshoot application logs in 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 for 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