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Added 33 mins ago
P
Member of Technical Staff (Software Engineer, AI Policy and Strategic Initiatives)
Perplexity
San Francisco, CA · Washington, DC
- $220,000 to $405,000 USD / year
- Contribute to regulatory filings and responses that require impeccable command of AI technology, Perplexity's own systems, and the broader policy landscape.
Added 40 mins ago
SS
Senior Substation Structures & Equipment Engineer
Strategic Staffing Solutions
Tampa, FL
- $130,000 to $150,000 USD / year
We are seeking a Senior Electrical Engineer specializing in substation structures and equipment to support major capital projects and electric delivery infrastructure. This role provides…
Added 1 hour ago
Software Engineer 2
Dell
Austin, TX
Join us to do the best work of your career and make a profound social impact as a Software Engineer on our Software Engineering team in Austin, Texas.
Added 1 hour ago
SS
Senior Substation Structures & Equipment Engineer
Strategic Staffing Solutions
Tampa, FL
- $150,000 USD / year
We are seeking a Senior Electrical Engineer specializing in substation structures and equipment to support major capital projects and electric delivery infrastructure. This role provides…
Added 2 hours ago
Research General Engineer
U.S. Coast Guard
New London, CT
Summary This vacancy is for a GS-0801-13, Research General Engineer located in the Department of Homeland Security, U.S. Coast Guard, CG R and D CENTER TECHNICAL DIVISION in NEW LONDON,…
Added 2 hours ago
P
Electrical Engineer Manager
Pfizer
Groton, CT
- $99,200 to $165,400 USD / year
Serve as SME or Site Engineer Lead for all site electrical infrastructure, including medium- and low-voltage distribution systems, switchgear, substations, UPS, and backup generation
Added 2 hours ago
P
Mechanical Engineer Manager
Pfizer
Groton, CT
- $99,200 to $165,400 USD / year
Serve as SME or Site Engineer Lead for all mechanical utility systems, including:
Added 2 hours ago
P
Process Equipment Engineer
Pfizer
Groton, CT
- $99,200 to $165,400 USD / year
We are seeking a Process Equipment Engineer to join the CRD Manufacturing team in Groton, CT. The Process Equipment Engineer will be involved in the design, development and deployment of…
Added 2 hours ago
Thermo-Fluids Engineer I (Onsite)
RTX Corporation
east hartford, CT
Join our Mechanical Systems, Externals, and Nacelles (MSEN) engineering team as a Thermo-Fluids Engineer I, where you'll perform thermo-fluids analysis for gas turbine components used in…
Added 2 hours ago
EG
Cloud Engineer
Eliassen Group
Hartford, CT
- $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 2 hours ago
Senior Combustion Systems Engineer
OGE Energy Corp.
Oklahoma City, OK
Job Title: Engineer Field Senior or Engineer Lead
Added 2 hours ago
EG
Cloud Engineer
Eliassen Group
Oklahoma City, OK
- $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 2 hours ago
Software Engineer II
JAMF SOFTWARE LLC
EAU CLAIRE, WI
Added 2 hours ago
Engineer, Digital Identity Services
LABCORP EARLY DEVELOPMENT LABORATOR
MADISON, WI
Added 2 hours ago
EG
Cloud Engineer
Eliassen Group
Madison, WI
- $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 2 hours ago
.NET Developer
West 4th Strategy
Washington, DC
Build and consume RESTful APIs and integrate applications with SQL Server databases and other enterprise systems.
Added 2 hours ago
GC
Environmental Counsel
Gates Co
Denver, CO
- $40,123 USD / year
…transmission solutions. We push the boundaries of material science to engineer solutions that continually exceed customer…
Added 2 hours ago
BA
Building Mechanical Engineer (HVAC) - water/wastewater
Brown And Caldwell
Lakewood, CO
- $31,533 USD / year
…exciting opportunity for a self-motivated Building Mechanical Engineer to join our team. The successful candidate will work on various water/wastewater projects for municipal and federal…
Added 2 hours ago
GC
Senior Demand Planner - Mobility
Gates Co
Denver, CO
- $40,123 USD / year
…transmission solutions. We push the boundaries of material science to engineer solutions that continually exceed customer…
Added 2 hours ago
TT
Forward Deployed Engineer
True Talent Solutions Partners
San Francisco, CA
- $165,000 to $250,000 USD / year
Join a growing engineering function deploying multimodal, agentic AI systems into production for insurance claims workflows. You will own customer deployments from initial scoping through…
Added 2 hours ago
G
Transportation Engineer
GPAC
Columbus, IN
- $70,000 to $145,000 USD / year
We are seeking a Transportation Engineer to join a dynamic, multi-disciplinary engineering consulting firm. This individual will contribute to the planning, design, and delivery of…
Added 2 hours ago
G
Senior Design Engineer
GPAC
Columbia, MO
- $140,000 to $168,000 USD / year
…industry in the Columbia, MO area. Our client is seeking a Design Engineer to design steel structures, connections, and…
Added 2 hours ago
Software Development Engineer II - Regression Infrastructure, Trainium Manufacturing Infrastucture
Annapurna Labs (U.S.) Inc.
Austin, TX · Cupertino, CA
Our Annapurna Labs team at Amazon is looking for a Software Development Engineer to own the regression infrastructure that every manufacturing software release depends on. Before new test…
Added 2 hours ago
Structural Fabricator
Nucor Steel Auburn, Inc.
El Paso, IL
…largest and most experienced manufacturers of metal building systems. With multiple locations throughout the United States, NBG is proud to design world-class building solutions tailored to…
Added 2 hours ago
EG
Cloud Engineer
Eliassen Group
Springfield, IL
- $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…

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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