Tier 3 Customer Support Engineer

📋 Description

• Triage, investigate, and resolve production-related issues across backend services, data workflows
• Support bug fixes and technical investigations through scripting, database queries, and backend
• Troubleshoot application logs (AWS/Kibana) to identify root causes, patterns, and paths to
• 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
• Partner with Engineering, Client Operations, User Support, and other internal teams to escalate

🎯 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