- 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 using 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 elevate issues, improve workflows, and reduce recurring support friction
- Report to the Director of Technical Operations
- Work across technical user issues, client integrations, and data analysis, troubleshooting, and transformation; the role is not user- or client-facing
Requirements
- Must be located in CST or EST time zone
- Expected working hours: Monday - Friday / 8 AM - 5 PM EST
- 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
Core Competencies
Demonstrates expertise in troubleshooting and resolving production-related issues across backend services and data workflows, utilizing skills in SQL, MongoDB, and AWS. Strong communication abilities facilitate collaboration with cross-functional teams to enhance workflows and reduce support friction.
Highest-signal resume keywords
- Tier 3 Technical Support
- SQL Database Management
- AWS Ecosystem (S3, SQS, Athena)
- JSON/YAML Configuration
- MongoDB
ATS Optimization Keywords
Hard Skills
- Python
- SQL
- Scala
- Kubernetes Fundamentals
- Data Analysis
- Backend Data Analysis
- Scripting
- Troubleshooting
- Technical Investigation
- Application Log Analysis
Soft Skills
- Excellent Communication
- Documentation Skills
- Collaboration
Industry Keywords
- Technical Support
- High Growth Environment
- Client Integrations
- Data Workflows
- Production Issues
Tools & Technologies
- AWS
- Kibana
- MongoDB
- SQL
- Artificial Intelligence Tools
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Tier 3 Customer Support Engineer Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
