Tier 3 Technical Support Engineer

🔥 8 hours ago

🇺🇸 United States – Remote

💵 $90k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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CaseWorthy, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

CaseWorthy, Inc. is a mission-critical case management platform designed to deliver comprehensive care and outcome reporting for social and human services. It provides centralized data management through its CORE platform, enabling organizations to streamline operations, enhance service delivery, and gain 360-degree views of client and program data. CaseWorthy supports a wide range of programs and empowers organizations to transform communities, offering solutions tailored to needs in aging services, behavioral health, veterans services, and more. With a strong focus on data-driven insights and operational efficiency, CaseWorthy aims to empower health and human service organizations to achieve their missions through innovative technology.

📋 Description

• Own escalated cases end to end, taking complex, high-impact, or long-running issues from Tier 2 through resolution • Keep customers and account teams informed throughout investigations • Triage whether issues originate in the browser, application, API, database, or infrastructure • Balance short-term containment, workarounds, or rollback with long-term engineering fixes • Perform root-cause analysis using logs, database queries, API traces, browser developer tools, APM data, error tracking, and infrastructure metrics • Validate data and configuration and perform data repair when required • Reproduce defects in staging or UAT using equivalent configuration and de-identified sample data • File complete bug reports with proposed Priority and Severity and resolve incomplete reports returned by triage • Provide documented workarounds and explain their downsides • Partner with Engineering on fixes, validate patches before release, and confirm resolution with customers • Handle suspected P0, P1, or PHI exposure incidents, including Jira tickets, Microsoft Teams alerts, and CritSit participation • Write customer communications and close cases only after customer confirmation or documented workaround • Write root-cause analyses and formal RCAs when contractually required • Protect client data through de-identification, redaction, approved production access, and ticket access logging • Add plain-language root causes to the knowledge base • Build runbooks and diagnostic tooling for Tier 1 and Tier 2 and coach Tier 2 on escalation criteria • Identify recurring issue patterns and recommend hardening, design changes, or backlog items • Participate in rotating on-call coverage for P0 and P1 escalations outside business hours • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or Software/Computer Engineering • 5+ years in technical support, support engineering, or a similar customer-facing technical role • At least 2 years at an escalation tier for a SaaS product • Strong T-SQL against Microsoft SQL Server, including optimized, non-destructive multi-table queries and SQL Profiler or similar tools • Hands-on experience with Datadog or a comparable APM platform, including log search, traces, dashboards, and RUM sessions • Proficiency with browser developer tools, including HAR files, console logs, JavaScript, CSP, CORS, and network failure diagnosis • Hands-on experience reproducing and debugging REST APIs with Postman, Swagger, or cURL • Experience with authentication flows including OAuth and SAML/SSO • Working understanding of SaaS architecture, including web front ends, backend services, relational databases, message queues, and third-party integrations • Experience with Atlassian tools such as Jira and Confluence • Understanding of PHI and PII handling obligations, including de-identification and redaction • Clear written communication and ability to document reproduction steps precisely • Ability to remain calm and methodical during incidents and own problems through closure • Preferred: experience supporting software in the human services space or another regulated industry, and familiarity with HIPAA or SOC 2 • Preferred: working knowledge of PowerShell, Python, or similar scripting language • Preferred: ability to read C# and .NET application code • Preferred: experience with Microsoft Azure and cloud-hosted multi-tenant applications • Preferred: familiarity with ETL tools, iPaaS platforms, or SFTP/flat-file exchange • Preferred: experience building internal support tooling or contributing to a product codebase • Preferred: ITIL Foundation or equivalent incident and problem management training • Unable to sponsor employment visas or support STEM OPT work authorization

🏖️ Benefits

• Fully remote work • Rotating on-call participation for P0 and P1 escalations outside business hours • Ability to travel nationwide, up to 10% annually

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