Tier 3 Technical Support

iClassPro Inc•Longview, TX

About The Position

We’re looking for a technically strong problem-solver to join our Tier 3 support team. In this role, you’ll handle complex technical issues, work directly with our engineering team, and help ensure our software performs reliably at scale. You won’t just fix problems—you’ll identify root causes, improve systems, and help elevate how we support our customers.

Requirements

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
Working knowledge of SQL, and basic web technologies (HTML, CSS, JavaScript)
Strong 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

Nice To Haves

Experience with PHP/Laravel and Git is a plus

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