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Principal Software Engineer - Microsoft Advertising
Microsoft
WA · Redmond, WA · Redmond
- $142,800 to $304,200 USD / year
The engineer in this role drives initiatives with company-level impact, ensuring our platform can continue to scale, evolve, and support future Microsoft Ads growth.
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Principal Software Engineer-M365
Microsoft
WA · CA · Redmond, WA · Mountain View, CA · Redmond · Mountain View
- $142,800 to $304,200 USD / year
We are looking for a Principal Software Engineer who is passionate about security, technical challenges, debugging and, above all, customer success and satisfaction. Deep experience…
Added 1 min ago
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Software Engineer - CTJ - Top Secret
Microsoft
VA · Reston, VA · Reston
- $85,400 to $183,700 USD / year
…sensitive and mission‑critical environments? As a Software Engineer in Microsoft’s Specialized Cloud team, you’ll help design, deliver, and secure highly reliable services that underpin…
Added 1 min ago
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Principal Software Engineer
Microsoft
United States
- $142,800 to $304,200 USD / year
…action. These experiences are tightly integrated into Fabric to support modern applications and operational decision-making in real…
Added 1 min ago
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Senior Hardware Engineer
Microsoft
CA · NC · OR · Mountain View, CA · Raleigh, NC · Hillsboro, OR · Mountain View · Raleigh · Hillsboro
- $119,800 to $261,000 USD / year
We are looking for a Senior PD CAD Equivalency Engineer to own and evolve our formal equivalency flows, working with design teams and EDA vendors to deliver reliable, high-quality…
Added 2 mins ago
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Principal Software Engineer
Microsoft
WA · Redmond, WA · Redmond
- $142,800 to $304,200 USD / year
…and Engineering Direct Team is seeking a Principal Software Engineer to own the architecture for secure, enterprise-scale platforms spanning supportability, customer-centric engineering,…
Added 2 mins ago
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Senior Software Engineer, Foundry IQ - CoreAI
Microsoft
WA · CA · Redmond, WA · Mountain View, CA · Redmond · Mountain View
- $119,800 to $261,000 USD / year
As a Senior Software Engineer, you will build infrastructure that protects customer data and keeps search services reliable. You will own features through design, coding, testing,…
Added 2 mins ago
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Principal Software Engineering Manager
Microsoft
WA · Redmond, WA · Redmond
- $142,800 to $304,200 USD / year
We are looking for an experienced Principal Software Engineer Manager to lead Email Semantic Indexing that support Outlook search and Microsoft 365 Copilot, integrating Responsible AI…
Added 14 mins ago
Project Engineer
Ramco Electric Motors, Inc.
Greenville, OH
Job purpose Bridges the gap between sales, engineering, and production to evaluate new business proposals, estimate manufacturing costs, and lead products successfully from initial quote…
Added 14 mins ago
CNC Programmer
Numalliance - North America, Inc.
Lebanon, OH
…handling all complemented by outstanding training, service support and process expertise to ensure our customers get the maximum benefit from our products. If you are a diligent CNC…
Added 14 mins ago
Snr Manufacturing Engineer
Federal Mogul Powertrain, LLC
Cambridge, OH
Added 14 mins ago
Process Engineer - Aurora, Ohio
Pyrotek Inc.
Aurora, OH
…processes. Improve performance. Make an impact. Are you an engineer who enjoys solving complex manufacturing challenges, improving production processes, and turning ideas into measurable…
Added 15 mins ago
Senior Application Development Engineer - Semiconductor Thermal Management & Hea
Momentive Performance Materials Quartz, Inc.
Strongsville, OH
…electronics, and aerospace components. These solutions enable the production of logic and memory chips, power control devices and multiple systems for electric vehicles, integrated…
Added 15 mins ago
Development Engineering Technician II (C Crew/Day Crew)
First Solar Inc
Perrysburg, OH
…applicable to your experience and skillset. Basic Job Functions: - Support DE tests in manufacturing line or perform testing in lab environment. - Use understanding of engineering & tech…
Added 15 mins ago
Development Engineering Technician II (C Crew/Day Crew)
First Solar Inc
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Added 15 mins ago
Sr. Electrical Engineer
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Springfield, OH
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Process Engineer
Tremco Incorporated
Cleveland, OH
…residential construction and restoration projects. The Process Engineer provides engineering support to the assigned program and/or area to ensure the product is processed in accordance…
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Added 22 mins ago
Software Engineer, DevOps
Atria Health and Research Institute
NY · New York, NY
Atria Health is seeking a Software Engineer for our DevOps team to help build and operate the infrastructure, deployment pipelines, and observability that the rest of engineering relies on…
Added 22 mins ago
Software Engineer, DevOps
Atria Health and Research Institute
Remote, United States
Atria Health is seeking a Software Engineer for our DevOps team to help build and operate the infrastructure, deployment pipelines, and observability that the rest of engineering relies on…
Added 22 mins ago
Software Engineer, Product
Atria Health and Research Institute
Remote, United States
Atria Health is seeking a Software Engineer (Product) to help design, build, and scale the systems that power our member and clinical experiences.
Added 22 mins ago
Software Engineer, Product
Atria Health and Research Institute
Remote, United States
Atria Health is seeking a Software Engineer (Product) to help design, build, and scale the systems that power our member and clinical experiences.
Added 22 mins ago
Senior AI Engineer
Atria Health and Research Institute
Remote, United States
As a Senior AI Engineer at Atria, you will own the design, development, and production deployment of the LLM-powered systems that put AI directly in front of clinicians and members: agentic…
Added 22 mins ago
Staff Software Engineer, Foundations
Atria Health and Research Institute
Remote, United States
Atria Health is seeking a Staff Software Engineer for our Foundations team, working across Platform, DevOps, and Data Engineering.

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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