What are the responsibilities and job description for the Tier 3 Technical Support position at iClassPro Inc?
Join the Team Behind the World’s Leading Class Management Software!
About the Role
We’re looking for a technically strong problem-solver to join our Tier 3 support team. In this role, you’ll handle complex technical issues, work directly with our engineering team, and help ensure our software performs reliably at scale.You won’t just fix problems—you’ll identify root causes, improve systems, and help elevate how we support our customers.
What You Will Do
- Analyze data using SQL and internal tools to diagnose problems and support customer needs
- Investigate and resolve complex technical issues that require deep system and database knowledge
- Collaborate with Engineering and QA to reproduce bugs and contribute to long-term fixes
- Communicate clearly with stakeholders, providing timely and transparent updates
- Own issues end-to-end, from investigation through resolution
- Contribute to internal documentation and improve support processes
- Mentor Tier 1 and Tier 2 team members on technical troubleshooting and best practices
- Provide input on product improvements based on real-world customer challenges
What You Bring
- 2 years in a Tier 2 or Tier 3 technical support or similar role
- Strong understanding of relational databases and data analysis
- Experience troubleshooting software systems in a production environment
- Familiarity with the software development lifecycle
- Working knowledge of SQL, and basic web technologies (HTML, CSS, JavaScript)
- Experience with PHP/Laravel and Git is a plus
- Strong analytical and problem-solving skills with attention to detail
- Ability to communicate technical concepts clearly to both technical and non-technical audiences
- Self-motivated, organized, and comfortable working independently in a fast-paced environment
What We BringWe 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
Who We AreAt 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.