Tier 3 Support Engineer

About the role:

Hello Heart is growing, and we are looking for a Tier 3 Support Engineer to join our dynamic team. In this role, you will be responsible for investigating and resolving complex technical issues, backend services, and serving as a trusted technical partner for our internal teams. This role is a strong fit for someone who is curious, technically sharp, collaborative, and motivated by meaningful work.

Reporting to our Director of Technical Operations, you'll work across three core areas: investigating technical user issues, supporting client integrations, and diving into data (analysis, troubleshooting, and transformation). This role is not user or client facing.

Responsibilities:

• 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 (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
• Partner with Engineering, Client Operations, User Support, and other internal teams to escalate issues, improve workflows, and reduce recurring support friction

Qualifications:

• 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

The US base salary range for this full-time position is $90,000.00 to $110,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.