Tier 3 Support Engineer

This is a Fully Remote Job

About Our Client:

Hello Heart operates in the heart health industry, focusing on predicting and preventing cardiac events using artificial intelligence. The organization addresses the challenge of late detection by identifying cardiac risk up to 10 days in advance, a significant improvement over traditional clinical models that forecast risk over 10 years. It serves as a cardiac prevention partner to over 80% of large U.S. health plans and supports hundreds of public and private employers, demonstrating substantial impact in reducing inpatient hospital days and healthcare costs.

About the Opportunity:

The TIER 3 SUPPORT ENGINEER role is responsible for resolving complex technical issues related to backend services and data workflows. This position plays a crucial role in supporting internal teams by investigating technical user issues, managing client integrations, and performing data analysis and troubleshooting. The role contributes to maintaining system reliability and improving operational efficiency through technical expertise.

Responsibilities:

• Investigate and resolve production issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical investigations using scripting, database queries, and backend data analysis
• Analyze application logs to identify root causes and develop resolution strategies
• Configure and troubleshoot JSON and YAML files for issue resolution and system updates
• Retrieve, analyze, and validate user data using SQL and MongoDB
• Collaborate with Engineering, Client Operations, and User Support teams to escalate issues and improve workflows

Requirements:

• Reside in CST or EST time zones
• Work hours: Monday through Friday, 8 AM to 5 PM EST
• Minimum of 3 years experience in Tier 3 technical support within a high-growth environment
• Proficient in reading, understanding, and troubleshooting code (Python, SQL, Scala, etc.)
• Experience configuring and troubleshooting JSON and YAML files
• Hands-on experience with AWS ecosystem components such as S3, SQS, and Athena
• Experience with MongoDB and SQL-based database management systems
• Working knowledge of Kubernetes fundamentals
• Strong written and verbal communication skills across technical and non-technical audiences
• Familiarity with AI tools or agents to enhance technical investigations and documentation

Pay Range and Compensation Package:

• US base salary range: $90,000 to $110,000 annually, excluding equity and benefits. Compensation varies based on skills, experience, and education.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.