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Added 3 mins ago
Engineer III, Cloud SDET - Endpoint (Hybrid, Sunnyvale)
CrowdStrike, Inc.
Sunnyvale, CA
CrowdStrike is looking for a Senior Software Development Engineer in Test (SDET) to join our growing Endpoint Protection Product (EPP) Cloud team, supporting our Falcon Prevent solution.…
Added 12 mins ago
I
System Solutions Engineer
InterImage
Remote, United States
- $170,000 to $230,000 USD / year
We are seeking a Technical Product Owner / Solutions Engineer to bridge the gap between customers, engineering teams, and mission stakeholders in the design and delivery of modern…
Added 12 mins ago
System Engineer
InterImage
Fort Meade, MD
…evolving national security objectives. Working alongside elite technical and operational teams, you will help enhance next-generation collection and bridging solutions that directly support…
Added 12 mins ago
Software Engineer
InterImage
Remote, United States
We are seeking a motivated and innovative Software Engineer to support the development of next-generation AI-enabled solutions for mission-driven environments across the Department of…
Added 12 mins ago
I
Senior Ontology Engineer
InterImage
Remote, United States
- $175,000 to $228,000 USD / year
…(DoW) customer. The platform is designed to transform complex technical documentation and engineering data into an interconnected, searchable, and actionable knowledge ecosystem that…
Added 12 mins ago
CNO Developer
InterImage
Columbia, MD
…direct support of U.S. national security initiatives. As a CNO Engineer on the SAS Mobile team, you’ll play a critical role designing, developing, and deploying tools that enhance mission’s…
Added 12 mins ago
DevOps Engineer
InterImage
Remote, United States
We are seeking a highly motivated DevOps Engineer to support the Report Authoring and Dissemination (RAD) modernization effort. This initiative focuses on converging multiple authoring,…
Added 12 mins ago
CNO Engineer
InterImage
Columbia, MD
…direct support of U.S. national security initiatives. As a CNO Engineer on the SAS Mobile team, you’ll play a critical role designing, developing, and deploying tools that enhance mission’s…
Added 12 mins ago
CNO Engineer
InterImage
Annapolis Junction, MD
…direct support of U.S. national security initiatives. As a CNO Engineer on the SAS Mobile team, you’ll play a critical role designing, developing, and deploying tools that enhance mission’s…
Added 12 mins ago
Application Development Technical Lead
InterImage
Huntsville
As an Application Development Engineer, you will help shape how mission software is designed, delivered, and supported across a varied application portfolio. This role is central to…
Added 12 mins ago
Information Systems Security Engineer 2 - II
InterImage
Fort Meade, MD
We are seeking an Information Systems Security Engineer to support the organization’s information security efforts. This role involves assisting with security-related activities, supporting…
Added 12 mins ago
Information Systems Security Engineer 3
InterImage
Fort Meade, MD
We are seeking an Information Systems Security Engineer to support the organization’s information security efforts. This role involves assisting with security-related activities, supporting…
Added 12 mins ago
Systems Engineer 1
InterImage
Fort Meade, MD
We are currently looking for a Systems Engineer who applies systems engineering principles throughout the systems life cycle phases: Concept, Development, Production, Utilization, Support,…
Added 12 mins ago
Software Engineer 3 - I
InterImage
Annapolis Junction, MD
The Software Engineer develops, maintains, and enhances complex and diverse software systems (e.g., processing-intensive analytics, novel algorithm development, manipulation of extremely…
Added 12 mins ago
Software Engineer 3 - II
InterImage
Annapolis Junction, MD
The Software Engineer develops, maintains, and enhances complex and diverse software systems (e.g., processing-intensive analytics, novel algorithm development, manipulation of extremely…
Added 12 mins ago
Software Engineer 3 - III
InterImage
Annapolis Junction, MD
The Software Engineer develops, maintains, and enhances complex and diverse software systems (e.g., processing-intensive analytics, novel algorithm development, manipulation of extremely…
Added 12 mins ago
Software Engineer 3 - IV
InterImage
Annapolis Junction, MD
The Software Engineer develops, maintains, and enhances complex and diverse software systems (e.g., processing-intensive analytics, novel algorithm development, manipulation of extremely…
Added 12 mins ago
Firmware-Savvy CNO Developer
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Fort Meade, MD
We are seeking a Firmware/Hardware Engineer to support the development, analysis, and enhancement of embedded systems and low-level software across a variety of platforms. This role sits at…
Added 12 mins ago
Ontological Engineer
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Remote, United States
As an Ontological Engineer, you will help shape the knowledge foundations behind enterprise AI systems. This role is well suited to someone who enjoys bringing clarity to complex domains…
Added 12 mins ago
Automation Test Engineer
InterImage
Columbia, MD
We have an immediate need for an Automated Test Engineer to support a data distribution and validation system and to ensure the quality, reliability, and performance. The ideal candidate is…
Added 12 mins ago
Junior System Engineer
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Remote, United States
We have an immediate need for a Junior Systems Engineer to support TO-005, Report Authoring and Dissemination (RAD) and assist with overseeing the planning, design, and implementation of a…
Added 12 mins ago
Systems Engineer
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Columbia, MD
…applying advanced expertise to solve unusually challenging technical…
Added 14 mins ago
Product Deployment Engineer, gTech Ads
Google
Chicago, IL · Seattle, WA
3 years of experience troubleshooting technical issues for internal/external partners or customers.
Added 18 mins ago
SoC Silicon Top-Level Floorplan Engineer
Google
Sunnyvale, CA
Perform technical evaluations of vendors and IP, providing recommendations and assessment of process node tradeoffs to meet performance, power, area and cost targets.
Added 18 mins ago
Senior Staff Software Engineer, Technical Lead Manager, Vertical Ads on Maps
Google
Mountain View, CA
5 years of experience in a technical leadership role leading project teams and setting technical direction.

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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