Tier 3 Customer Support Engineer

🕒 September 11

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hello Heart

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🏥 Healthcare

💼 Consulting

🧘 Wellness

Healthcare • Consulting • Wellness

Hello Heart is a healthcare technology company offering a mobile app to help individuals track and improve their heart health. The app provides real-time tips, allows users to track their blood pressure, and offers personalized insights to help users manage their heart health more effectively. Hello Heart also partners with businesses, health plans, and labor unions to provide these tools to their employees and members, demonstrating a significant impact on heart health outcomes through personalized and data-driven approaches. Privacy and security of health data are prioritized, ensuring members' health information is protected.

📋 Description

• 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 using 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 for 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 • Report to the Director of Technical Operations • Work across technical user issues, client integrations, and data analysis, troubleshooting, and transformation; the role is not user- or client-facing

🎯 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 • 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

🏖️ Benefits

• Annual salary and bonus compensation • Positive, diverse, and supportive culture