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Added 1 min ago
BH
Substation Engineer I, II, Senior, Lead or Principal
Black Hills Energy
Pueblo, CO
- $31,533 USD / year
Added 1 min ago
BH
Substation Engineer Senior, Lead or Principal ($10,000 sign-on bonus!)
Black Hills Energy
Golden, CO
- $31,533 USD / year
Added 1 min ago
JL
Property Condition Assessor
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Professional certification as a Professional Engineer (PE) or Registered Architect (RA).
Added 1 min ago
UE
Summer 2027 Civil Engineer Intern - Surface Transportation
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Greenwood Village, CO
- $31,533 USD / year
…consulting engineering profession and the project development process. You will work alongside planners, engineers, traffic specialists, and project managers while supporting real…
Added 1 min ago
BH
Substation Engineer Senior, Lead or Principal ($10,000 sign-on bonus!)
Black Hills Energy
Golden, CO
- $31,533 USD / year
Added 1 min ago
BH
Substation Engineer I, II, Senior, Lead or Principal
Black Hills Energy
Pueblo, CO
- $31,533 USD / year
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Sr Ground Sys Engineer I, Mech 5672562003 Stennis
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Quality Engineer I 207462
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Process Engineer II (R00055152)
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Added 9 mins ago
EG
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- $150,000 to $154,000 USD / year
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Added 9 mins ago
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Cloud Engineer
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- $70 to $88 USD / hour
Our client seeks a senior Cloud Engineer to own and stabilize a legacy GCP and Azure footprint while assisting with conversions and decommissioning. The role will support automation efforts…
Added 11 mins ago
Tier 3 Technical Support Engineer
CaseWorthy, LLC
Remote, United States
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…
Added 16 mins ago
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Failure Analysis Engineer III
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Newburyport, MA
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Maintenance Reliability Engineer
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Willow Island, WV
- $98,720 to $123,400 USD / year
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Added 16 mins ago
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Cloud Engineer
Eliassen Group
Charleston, WV
- $70 to $88 USD / hour
Our client seeks a senior Cloud Engineer to own and stabilize a legacy GCP and Azure footprint while assisting with conversions and decommissioning. The role will support automation efforts…
Added 16 mins ago
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Databricks Data Engineer
Eliassen Group
Charleston, WV
- $150,000 to $154,000 USD / year
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Added 21 mins ago
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In this Staff Engineer role within the ISCE Cannula Center of Excellence, you will focus on transferring, developing, and implementing improved manufacturing methods, procedures, and…
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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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