Tier 3 Support Engineer

Summary

Join Hello Heart's dynamic team as a highly skilled and motivated Support Engineer, Tier 3. You will be responsible for addressing and resolving complex technical issues and backend services for both end-users and internal teams. This role demands excellent communication, strong technical and problem-solving skills, and a creative approach. The position requires 3+ years of experience handling Tier 3 requests at the enterprise level and proficiency in various technologies. The successful candidate must be located in the CST or EST time zone and possess strong analytical and investigative skills. Hello Heart offers a positive and supportive work culture.

Requirements

• Must be located in CST or EST time zone Expected working hours: Monday - Friday / 8 AM - 5 PM EST
• 3+ years experience handling Tier 3 requests at enterprise level
• Ability to read and understand code (e.g. Python, SQL)
• Ability to troubleshoot and configure JSON files
• Proven experience working with AWS ecosystem (S3, SQS)
• Proven experience working with MongoDB and SQL-based database management system
• Excellent analytics and investigation skills
• Excellent written and verbal communication skills (across departments and technical literacy)

Responsibilities

• Become a product and technical expert acting as a knowledge source and point of contact for other Hello Heart teams, conducting triage and resolving production related issues
• Assisting with bug fixes (Python scripting, pulling information from databases)
• Troubleshooting logs (AWS/Kibana) and configuring files (JSON)
• Finding user data and creating reports (SQL/MongoDB)