We are seeking a highly skilled Tier-3 Support Engineer to serve as the ultimate escalation point within our Support department. In this role, you will be responsible for resolving complex technical issues that cannot be addressed by levels 1 & 2 support staff. Additionally, you will play a key role in identifying and reporting application defects and emerging issues to internal departments, ensuring the continued improvement of our products and services.

Summary of Position:
The Tier-3 Support Engineer is the final escalation point within the Support department. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier-3 Support Engineer. Engineer is responsible for identifying and reporting application defects/emerging issues to internal departments.

Responsibilities:
Tier-3 Support Engineer

• Become a subject matter expert on assigned applications.

• Development and utilization of SQL queries for technical investigation • Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff. • Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer. • Act as a backup for Tier-2 Support Technician. • Documenting internal department interactions in JIRA Client Portal • Maintaining Service Level Agreements (SLA) for open cases within production environments. • Accurately documenting and classifying client requests and incidents. • Providing courteous and professional communication with clients and internal departments. • Perform daily shift-driven tasks assigned by the Manager of Support and Tier-3 Supervisor. • Provide coverage, as needed, for the Tier-2 team.

• Identify defect trends and recommend process improvements.
• Use a combination of application expertise and technical skills to quickly troubleshoot and resolve production issues escalated from Tier 2 support desk.
• Directly reduce the number of production issues that are escalated to development.
• Train Tier 2 support staff on common Tier 3 fixes to reduce escalations.
• Available to be on call during non-business hours on a weekly rotational basis