Hiring: Tier 3 Support Engineer Company: Hello Heart Location: United States Job Posted Time: 2026-09-12 14:22:46 Employment Type: Full-time Target Skills & Keywords : AI, AWS, Kibana, Kubernetes, MongoDB, Python, S3, SQL, SQS, Scala About the job Experience: •10 years in traditional clinical models. •3+ years of experience handling Tier 3 technical support requests in high growth environment Required Skills: •Reporting to our Director of Technical Operations, you'll work across three core areas: investigating technical user issues, supporting client integrations, and diving into data (analysis, troubleshooting, and transformation). This role is not user or client facing. •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 •Demonstrated capacity to read, understand, and troubleshoot code •Demonstrated capacity 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 •Solid functional 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 •Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page. Compensation: •$90,000 - $110,000 / year •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 Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!