Technical Support Engineer - Tier 3
Core
Final escalation point for complex customer issues in a SaaS workforce management platform, providing deep technical investigation and troubleshooting for highly customized environments.
Role type
Senior IC Technical Support Engineer (Tier 3)
Builds
Deputy ecosystem and related integrations for hourly workers across 100+ countries
Domain
SaaS workforce management / API integrations
Deliverable
client delivery
Required skills
Advanced troubleshooting and debugging, API analysis (REST, JSON), log review, root cause identification, cross-functional collaboration, technical documentation, mentoring
Preferred skills
Process improvement, technical enablement, operational scalability
Technologies
REST APIs, JSON, JavaScript, browser developer tools
Responsibilities
Troubleshoot complex technical issues across APIs and integrations, analyze platform behavior and identify product defects, collaborate with Product and Engineering on defect resolution, mentor junior support engineers, contribute to automation and process optimization, manage high-priority escalations
Seniority
Senior, hands-on IC