[Hiring] Tier 3 Support Engineer @Hello Heart

Role Description

Hello Heart is growing, and we are looking for a Tier 3 Support Engineer to join our dynamic team. In this role, you will be responsible for investigating and resolving complex technical issues, backend services, and serving as a trusted technical partner for our internal teams. This role is a strong fit for someone who is curious, technically sharp, collaborative, and motivated by meaningful work.

Reporting to our Director of Technical Operations, you'll work across three core areas:

• Investigating technical user issues
• Supporting client integrations
• Diving into data (analysis, troubleshooting, and transformation)

This role is not user or client facing.

Responsibilities

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical investigations through scripting, database queries, and backend data analysis
• Troubleshoot application logs (AWS/Kibana) to identify root causes, patterns, and paths to resolution
• Configure and troubleshoot JSON/YAML files to support issue resolution and system updates
• Retrieve, analyze, and validate user data using SQL and MongoDB to support investigations, reporting, and internal requests
• Partner with Engineering, Client Operations, User Support, and other internal teams to escalate issues, improve workflows, and reduce recurring support friction

Qualifications

• Must be located in CST or EST time zone
• Expected working hours: Monday - Friday / 8 AM - 5 PM EST
• 3+ years of experience handling Tier 3 technical support requests in high growth environment
• Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc)
• Ability to troubleshoot and configure JSON/YAML files
• Proven hands-on experience working with AWS ecosystem (S3, SQS, Athena)
• Proven hands-on experience working with MongoDB and SQL-based database management system
• Working knowledge of Kubernetes fundamentals (pods, deployments, services)
• Excellent written/verbal communication and documentation skills, with the ability to communicate clearly across departments and varying levels of technical literacy
• Experienced using artificial intelligence tools or agents in your daily workflow to accelerate technical investigation, summarize findings, improve documentation, and delegate repeatable tasks

Requirements

• The US base salary range for this full-time position is $90,000.00 to $110,000.00.
• Salary ranges are determined by role and level.
• Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training.
• Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

Benefits

• Hello Heart has a positive, diverse, and supportive culture.
• We look for people who are collaborative, creative, and courageous.
• Check out our Instagram page for recent evidence of the fun things we do at Hello Heart.