What are the responsibilities and job description for the Tier 3 Developer Technical Support position at iClassPro - Class Management Software?
Description
Join the Team Behind the World’s Leading Class Management Software!
About The Role
Bring your expertise to a role where your problem-solving skills make a real impact. As a Tier 3 Developer, you’ll leverage deep knowledge of iClassPro software and advanced technical tools to tackle complex customer challenges that others can’t resolve.
In this critical position, you’ll serve as the highest level of escalation within our support team—delivering thoughtful, high-quality solutions while ensuring every customer interaction strengthens trust, satisfaction, and long-term loyalty.
What You Will Do
We believe in taking care of our people.
At iClassPro, we’re more than just a software company — we’re on a mission to help gym, swim, dance, and cheer businesses spend less time managing and more time doing what they love: coaching, teaching, and building strong communities.
Our class management platform powers thousands of youth activity centers worldwide, helping them run more efficiently, grow their revenue, and achieve long-term success. We’re proud to have earned a spot on the Inc. 5000 list of fastest-growing private companies for three years running: 2023, 2024, and 2025!
We want to set you up for success from Day One. That’s why we use the Culture Index Survey - a quick tool that helps align your natural strengths with our roles and teams.
All applicants will need to take the Culture Index Survey during the application process. Want to be proactive? Visit Culture Index once you have submitted the application.
iClassPro is an Equal Opportunity Employer.
Applicants must be authorized to work for any employer in the U.S. We will not participate in STEM OPT programs, nor sponsor or take over sponsorship of an employment visa for this position.
E-Verify is used to verify authorization to work in the U.S.
Join the Team Behind the World’s Leading Class Management Software!
About The Role
Bring your expertise to a role where your problem-solving skills make a real impact. As a Tier 3 Developer, you’ll leverage deep knowledge of iClassPro software and advanced technical tools to tackle complex customer challenges that others can’t resolve.
In this critical position, you’ll serve as the highest level of escalation within our support team—delivering thoughtful, high-quality solutions while ensuring every customer interaction strengthens trust, satisfaction, and long-term loyalty.
What You Will Do
- Tackle complex, high-impact support cases—using your technical expertise to uncover root causes and deliver effective solutions.
- Dive deep into data with low-level database queries and occasional data adjustments to support unique customer needs.
- Partner closely with QA and Development teams to troubleshoot issues and help drive product improvements.
- Keep customers and stakeholders informed with clear, timely updates throughout the resolution process.
- Stay ahead of the curve by participating in cross-functional discussions on product enhancements and upcoming changes.
- Empower others by training and mentoring Tier 1 and Tier 2 team members on tools, processes, and best practices.
- Take ownership of challenging issues from start to finish, ensuring a seamless and positive customer experience—even during escalations.
- Help shape the future of support by enhancing internal documentation and contributing to process improvements.
- 2 years of experience in a Tier 2 or Tier 3 support role (or at least 24 months as a Customer Support Representative at iClassPro).
- Solid understanding of relational databases and ORM technologies.
- Familiarity with software development lifecycles, including testing and release processes.
- A degree in a technical field preferred
- A sharp, analytical mindset with a passion for solving complex problems and catching the details others miss.
- Ability to translate technical concepts into clear, helpful guidance for any audience.
- Working knowledge of web technologies like HTML, CSS, JavaScript, and SQL.
- Experience with PHP/Laravel and version control tools like Git are a plus.
- The ability to stay organized, prioritize effectively, and work independently in a fast-paced environment.
- A patient, people-first approach with strong interpersonal skills that build trust with customers and teammates alike.
- A talent for teaching and documenting—able to break down complex processes into clear, actionable steps for others.
We believe in taking care of our people.
- Highly competitive compensation package
- Robust PTO because work-life balance matters
- Comprehensive health benefits including medical, dental, vision, and more!
- Generous 401(k) contribution to help you plan for your future
- Fun company events that connect our team
- Career growth opportunities in a thriving, purpose-driven company
At iClassPro, we’re more than just a software company — we’re on a mission to help gym, swim, dance, and cheer businesses spend less time managing and more time doing what they love: coaching, teaching, and building strong communities.
Our class management platform powers thousands of youth activity centers worldwide, helping them run more efficiently, grow their revenue, and achieve long-term success. We’re proud to have earned a spot on the Inc. 5000 list of fastest-growing private companies for three years running: 2023, 2024, and 2025!
We want to set you up for success from Day One. That’s why we use the Culture Index Survey - a quick tool that helps align your natural strengths with our roles and teams.
All applicants will need to take the Culture Index Survey during the application process. Want to be proactive? Visit Culture Index once you have submitted the application.
iClassPro is an Equal Opportunity Employer.
Applicants must be authorized to work for any employer in the U.S. We will not participate in STEM OPT programs, nor sponsor or take over sponsorship of an employment visa for this position.
E-Verify is used to verify authorization to work in the U.S.