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Added 1 day ago
Director of Engineering, Foundations
Atria Health and Research Institute
Remote, United States
Atria is seeking a Director of Engineering to lead our Foundations group - the Platform, DevOps, and Data Engineering teams that the rest of the engineering organization is built on.…
Added 1 day ago
AH
Director of Engineering, Foundations
Atria Health and Research Institute
Remote, United States
- $230,000 to $290,000 USD / year
Atria is seeking a Director of Engineering to lead our Foundations group - the Platform, DevOps, and Data Engineering teams that the rest of the engineering organization is built on.…
Added 1 day ago
Director, Authentication Engineering
USAA
San Antonio, TX · Plano, TX
As a dedicated Director, Authentication Engineering, you will lead the engineering organization responsible for the critical authentication platforms, infrastructure, and services that…
Added 1 day ago
Director, Cybersecurity Engineering
USAA
San Antonio, TX
As Director, Cybersecurity Engineering, you will lead the engineering organization responsible for the technology foundation that enables USAA's Cyber Threat Operations Center (CTOC). You…
Added 1 day ago
Director, Active Directory Engineering
USAA
San Antonio, TX
As a dedicated Director, Active Directory Engineering, you will lead the engineering organization responsible for the critical directory platforms, infrastructure, and services that enable…
Added 1 day ago
Director, SASE Engineering
USAA
San Antonio, TX
As a dedicated Director, SASE Engineering, you will lead the engineering organization responsible for the critical secure access, network security, and communications security platforms and…
Added 1 day ago
Senior Director, Identity and Access Management
Baker Tilly US, LLP
Seattle, WA
Baker Tilly is hiring a The Senior Director, Identity and Access Management (IAM) for our Enterprise IT team. This leader will define and execute a modern identity strategy for a large,…
Added 1 day ago
Oracle Integration Analyst
Allegheny College
Meadville, PA
…campus systems. The successful candidate combines integration engineering experience with strong analytical, documentation, and collaborative…
Added 1 day ago
W
Group Director, Product Management – Global Fraud, Identity & Account Protection
Walmart
San Bruno, CA
- $254,000 to $481,000 USD / year
Walmart is seeking a visionary and highly strategic Group Director, Product Management – Global Fraud, Identity & Account Protection to define and lead the future of trust, safety, and…
Added 2 days ago
Tier 3 Technical Support Engineer
CaseWorthy, LLC
Remote, United States
…finding root cause. You act as the bridge between Support and Engineering, translating customer impact into actionable bug reports and bringing engineering context back to the support team.…
Added 2 days ago
Engineering Director
College Board
Remote, United States
As an Engineering Director, you will lead a high-impact team responsible for delivering and operating systems that are foundational to College Board’s mission. This is an opportunity to…
Added 2 days ago
Managing Director - Digital Infrastructure and Reliability
United Airlines
Chicago, IL
The Managing Director, Digital Infrastructure and Reliability will define and execute a five- to seven-year strategy for secure, resilient, and efficient technology services that support…
Added 2 days ago
Librarian
United States
…videoconferencing products, course software, personal devices, authentication methods, College systems and other digital…
Added 2 days ago
Managing Director - Digital Infrastructure and Reliability
Employment Application
IL
The Managing Director, Digital Infrastructure and Reliability will define and execute a five- to seven-year strategy for secure, resilient, and efficient technology services that support…
Added 2 days ago
W
AI Architect
WTW
Philadelphia, PA
- $120,000 to $150,000 USD / year
You will partner with the IT Director and internal client teams to translate complex business requirements into scalable, enterprise-grade AI architectures built primarily on Microsoft’s AI…
Added 2 days ago
MS
Sr. Model Governance Manager
Mitek Systems
Remote, United States
- $160,000 to $200,000 USD / year
Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image…
Added 2 days ago
Software Application Analyst I
Johnson C Smith University
Charlotte, NC
Develop and support RESTful API integrations, including authentication, data mapping, error handling, logging, validation, scheduling, and secure transfer of institutional data.
Added 2 days ago
Director, Software Engineering
Partner ESI
Torrance, CA
Partner Engineering and Science, Inc. is seeking a creative, hands-on Director of Software Engineering to lead the teams, architecture and delivery of software that supports our…
Added 2 days ago
Associate Director, AI Engineering
CSL Behring L.L.C.
United States
Deliver robust, tested and supportable systems from the team's working prototypes to R&D scientists. The Associate Director is the team's senior full-stack engineer and architect. The role…
Added 2 days ago
PB
Business Analyst III, Data Products & Platforms
Public Broadcasting Service
Alexandria, VA
- $130,000 to $140,000 USD / year
Working knowledge of API and microservices architecture, including REST, authentication/authorization, versioning and rate limiting
Added 2 days ago
Cybersecurity Architect
NextEra Energy
Juno Beach, FL
…documents the residual risk so the appropriate Business Unit Director can make an informed risk-acceptance…
Added 2 days ago
Senior Cybersecurity Architect
NextEra Energy
Juno Beach, FL · Miami, FL
…documents the residual risk so the appropriate Business Unit Director can make an informed risk-acceptance…
Added 2 days ago
CO
Core Research Software Engineer I - Integrated Genomics Core
Career Opportunities
La Jolla, CA
- $33 to $38 USD / hour
Working under the general supervision of the Director of the Integrative Genomics Core, you will work in partnership with Salk Institute IT and the Center for AI and Research Computing…
Added 2 days ago
AI Solutions Developer
Fairfield University
Fairfield, CT
Reports To: Chief Technology Officer (or designated Enterprise Systems Director upon hire)
Added 3 days ago
Director, Strategic Sales
Jobgether
Remote, United States
The Director, Strategic Sales – West will drive enterprise revenue growth across a portfolio of strategic industry verticals and the Western U.S. market. This senior individual contributor…

CaseWorthy, LLC

Tier 3 Technical Support Engineer

Remote, United States

$90,000-$125,000

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Job details

Pay: $90,000-$125,000
Posting language: English
Posted: Nov 6, 2026

Original job description

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Description

Job Summary The Tier 3 Technical Support Engineer is the last line of technical defense before an issue reaches Engineering. You own the hardest customer problems: the ones Tier 1 and Tier 2 could not resolve that span multiple systems, or that point to a defect in the product itself. You will spend most of your time in logs, databases, APIs, and code, reproducing issues and finding root cause. You act as the bridge between Support and Engineering, translating customer impact into actionable bug reports and bringing engineering context back to the support team. This role reports to the Director of Technical Support and works closely with Engineering, Product, and Customer Success.

Responsibilities

Own escalated cases end to end, take complex, high-impact, or long-running issues from Tier 2, drive them to resolution, and keep the customer and account team informed throughout.
Triage where a problem lives (browser, application, API, database, or infrastructure) before deep-dive analysis, and balance short-term containment such as workarounds or rollback against the long-term fix engineering will implement.
Perform deep root-cause analysis using application logs, database queries, API traces, browser dev tools, and monitoring data (APM, error tracking, infrastructure metrics).
Validate data and configuration as part of every investigation: determine whether the cause is bad or missing data, misconfiguration, or incorrect assumptions about the customer's setup, and perform data repair when required.
Reproduce defects in staging or UAT with equivalent configuration and de-identified sample data, and file bug reports that meet the Definition of Ready, including proposed Priority and Severity with a one-line reason for each. Resolve and resubmit any ticket the bug-triage agent returns as incomplete.
Provide safe, clearly documented workarounds and state their downsides on the ticket.
Partner with Engineering on fixes: raise customer impact and priority changes through weekly triage or a comment on the bug, validate patches before release, and confirm resolution with the customer.
Take ownership when Tier 1 declares a suspected P0, P1, or PHI exposure: open the Jira ticket, alert the owning R&D team in Microsoft Teams with symptoms, scope, impact, and any known workaround, and participate in the CritSit until resolved.
Own the customer from open to close: provide updates at the agreed cadence, write every message that goes to the customer, and close only after the customer confirms the fix or a documented workaround.
Write the root cause analysis for escalated defects, and deliver the formal RCA when a contract requires one.
Protect client data in every ticket and attachment: de-identify records, redact screenshots, recordings, HAR files, and logs before filing, link to Datadog traces rather than exporting them, and follow the approved production access process, logging each access on the ticket.
Put engineering's plain-language root causes into the knowledge base so the next ticket is solved at Tier 1, build runbooks and diagnostic tooling for Tier 1 and Tier 2, and coach Tier 2 on the Tier 2 versus Tier 3 criteria and the Definition of Ready.
Identify recurring issue patterns and systemic weaknesses and recommend hardening, design changes, or backlog items to the owning team's triage.
Participate in a rotating on-call schedule for P0 and P1 escalations outside business hours.
Performs other duties as assigned.
Ability to travel nationwide, up to 10% annually.

Requirements

Required Skills & Qualifications

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, with at least 2 years at an escalation tier for a SaaS product.
Strong T-SQL against Microsoft SQL Server: you can write optimized, non-destructive multi-table queries to investigate data issues without help and use SQL Profiler or similar tools to trace problematic queries.
Hands-on experience with Datadog or a comparable APM platform: log search, traces, dashboards, and RUM sessions, used to correlate errors with deploys or configuration changes and pinpoint when a regression started.
Proficiency with browser developer tools: capturing HAR files and console logs, and diagnosing JavaScript, CSP, CORS, and network (4xx, 5xx, timeout) failures.
Hands-on experience reproducing and debugging REST APIs with Postman, Swagger, or cURL, including authentication flows (OAuth, SAML/SSO) and inspecting headers, payloads, and status codes.
Working understanding of SaaS architecture: web front ends, backend services, relational databases, message queues, and third-party integrations.
Experience with Atlassian tools like Jira and Confluence.
Understanding of PHI and PII handling obligations, including de-identification and redaction of diagnostic evidence.
Clear written communication: you can explain a complex technical failure to a customer in plain language and to an engineer in precise technical terms, and document reproduction steps so an engineer can act without a clarifying question.
Calm under pressure and methodical during incidents, with a record of owning problems until they are fully closed.

Preferred Skills & Qualifications

Experience supporting software in the human services space (HMIS, Medicaid, HCBS, I/DD) or another regulated industry, and familiarity with HIPAA or SOC 2.
Working knowledge of a scripting language (PowerShell, Python, or similar) for diagnostics and data validation.
Ability to read C# and .NET application code well enough to trace a bug to a likely source.
Experience with Microsoft Azure and cloud-hosted multi-tenant applications.
Familiarity with the data integration landscape: ETL tools, iPaaS platforms, or SFTP/flat-file exchange.
Experience building internal support tooling or contributing to a product codebase.
ITIL Foundation or equivalent incident and problem management training.

We are unable to sponsor employment visas or support STEM OPT work authorization for this role.

Salary Description

$90,000-$125,000

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More about this job

Skills

Technical support
Root cause analysis
Jira
Microsoft Teams
Datadog
Computer science
Computer technology
Computer engineering
SQL
Microsoft SQL Server
JavaScript
Debugging
API development
Postman
SAML
Atlassian Confluence
Communication skills
Microsoft PowerShell
Python
C#
.NET
Microsoft Azure
Data engineering
ITIL

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