Tier 3 Support Engineer

Hello Heart
United States
Workplace: RemoteFull timeUSD 90,000 - 110,000 annuallyFunction: Product ManagementExperience: 3+ yearsSkills: ["Troubleshooting","Problem-solving","Collaboration","Written/verbal communication","Documentation"]

Investigate and resolve complex production issues across backend services, data workflows, and technical support systems. Support bug fixes and technical investigations using scripting, SQL, and backend data analysis. Troubleshoot application logs in AWS/Kibana, configure JSON/YAML files, and retrieve/validate user data with SQL and MongoDB. Partner with Engineering and internal teams to escalate issues, improve workflows, and reduce recurring support friction.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Hello Heart
Hello Heart
17 hours ago

Tier 3 Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Investigate and resolve complex production issues across backend services, data workflows, and technical support systems. Support bug fixes and technical investigations using scripting, SQL, and backend data analysis. Troubleshoot application logs in AWS/Kibana, configure JSON/YAML files, and retrieve/validate user data with SQL and MongoDB. Partner with Engineering and internal teams to escalate issues, improve workflows, and reduce recurring support friction.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key 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 (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 to support investigations, reporting, and internal requests.

Pay and Benefits

Salary: USD 90,000 - 110,000 annually

Key Requirements

  • •Must be located in the CST or EST time zone.
  • •3+ years handling Tier 3 technical support requests in a high-growth environment.
  • •Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc.).
  • •Proven hands-on experience with AWS ecosystem (S3, SQS, Athena).
  • •Hands-on experience with MongoDB and SQL-based database management; working knowledge of Kubernetes fundamentals.
Experience:3+ years
Skills:TroubleshootingProblem-solvingCollaborationWritten/verbal communicationDocumentation
Languages:English
Tech Stack:PythonSQLScalaJSONYAMLAWSS3SQSAthenaMongoDBKubernetesAWS/KibanaKibanaSQL-based database management systemS3, SQS, Athena

Company Brief

Hello Heart
Provides a digital cardiovascular health platform that helps users manage blood pressure, heart health, and related risks via mobile apps, connected devices, personalized insights, and employer or health plan-based programs to improve outcomes and engagement.
Industry: HealthTech
Website