Tier 3 Technical Support Specialist

Frontsteps • Denver, CO

1d • Onsite

About The Position

The Tier 3 Technical Support Specialist is the final escalation point before Engineering and owns the most complex customer issues. This role leads diagnostic practices, queue management, and root-cause analysis while supporting customers using FRONTSTEPS Manager, Caliber, payments, and integrations. The specialist works onsite alongside the Customer Support team in the Denver, Colorado office and provides technical guidance and mentoring to Tier 1 and Tier 2 representatives, with no direct reports.

The role combines complex technical troubleshooting with customer communication, queue leadership, trend analysis, and automation. It uses SQL, API debugging, accounting-level investigation, Salesforce, and Azure DevOps to diagnose and document issues, track fixes, and improve support processes. The specialist also uses AI and automation to improve research, documentation, reporting, and team workflows, and collaborates with Product, Engineering, Customer Success, and BPO partner teams.

Success includes resolving Tier 3 cases within SLA using consistent diagnostic practices; keeping the queue current; reporting case trends and root causes; turning resolutions into knowledge content and automations; helping Tier 1 and Tier 2 adopt stronger prioritization standards; and reducing repeat case volume through root-cause fixes and team development.

Requirements

• At least 3 years of experience in SaaS technical support, including direct ownership of escalated Tier 2 or Tier 3 cases.
• Ability to manage a high-volume queue, prioritize competing urgent work, and keep every case current.
• Strong SQL skills for data lookups, analysis, and troubleshooting.
• Working knowledge of APIs and integration troubleshooting.
• Experience with Salesforce, Azure DevOps, or similar CRM and ticketing systems.
• Track record of using case data to identify trends and drive root-cause fixes.
• Demonstrated use of AI tools to amplify work and improve team processes, with examples to discuss.
• Exceptional written and verbal communication skills, including the ability to explain complex problems and solutions to non-technical users.

Nice To Haves

• HOA or community association accounting experience, or working knowledge of accounting fundamentals such as general ledger, accounts payable and receivable, and bank reconciliation.
• Experience with a community association accounting platform, payment processing, or banking integrations.
• Experience building automations, AI workflows, or case trend dashboards.
• Background training or mentoring support teams, including BPO partners.

Responsibilities

• Own complex customer cases across FRONTSTEPS Manager, Caliber, payments, and integrations through confirmed resolution.
• Establish reproduction steps, constants, variables, and systems involved before attempting a fix on each case.
• Troubleshoot using SQL, API debugging, and accounting-level investigation, including ledgers, bank reconciliation, accounts receivable, and accounts payable.
• Write clear resolution summaries and proactive customer updates explaining the problem, cause, and fix.
• Document bugs, reproduction steps, and impact in Azure DevOps and Salesforce.
• Lead queue management and set standards for prioritization and housekeeping across support tiers.
• Prioritize cases by customer impact, financial risk, and urgency; keep cases current and act on aging cases before they escalate.
• Partner with the Customer Support Supervisor on triage rules and handoff criteria to reduce context switching.
• Analyze case trends, distinguish symptoms from root causes, and quantify impact for Product and Engineering.
• Track root-cause fixes through resolution and confirm whether case volume decreases.
• Use AI and automation to speed up research, documentation, and reporting; build AI-assisted workflows and knowledge content for the team.
• Mentor Tier 1, Tier 2, and BPO partner teams in diagnostic questioning and customer communication.
• Turn resolved cases into knowledge base articles, macros, and response library updates.
• Partner with Product, Engineering, and Customer Success on complex issues, releases, and at-risk accounts.
• Provide technical guidance to Tier 1 and Tier 2 representatives.

Benefits

• 100% company-paid onsite employee parking.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Company-sponsored life insurance.
• Voluntary short-term disability, long-term disability, and life insurance.
• FSA/HSA.
• Paid time off.
• Sick time.
• 401(k) match.

What This Job Offers

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