Tier 3 Technical Support Engineer

CaseWorthy, Inc.

. Own escalated cases end to end, taking complex, high-impact, or long-running issues from Tier 2 through resolution .

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and escalation management for SaaS products, with strong capabilities in root-cause analysis, customer communication, and incident resolution. Proficient in utilizing various tools and technologies to diagnose and resolve complex issues while ensuring compliance with data handling obligations.

Highest-signal resume keywords

Technical Support ExperienceRoot-Cause AnalysisT-SQL ProficiencyExperience with DatadogSaaS Architecture Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

T-SQLRoot-Cause AnalysisAPI DebuggingData ValidationDatabase QueriesLog AnalysisIncident ManagementBug ReportingData RepairConfiguration Management

Soft Skills

Clear Written CommunicationCalm Under PressureMethodical Problem-SolvingCustomer-FocusedCoaching Ability

Tools & Technologies

DatadogPostmanJiraConfluenceBrowser Developer ToolsMicrosoft SQL ServerPowerShellPythonMicrosoft AzureETL Tools

Certifications & Qualifications

ITIL Foundation

Industry Keywords

SaaSPHI HandlingPII HandlingHIPAASOC 2Human Services

Tech Stack

Tools & technologies

AzureCloudETLJavaScriptMS SQL ServerPythonSQL.NET

About the role

Key responsibilities & impact

Own escalated cases end to end, taking complex, high-impact, or long-running issues from Tier 2 through resolution
Keep customers and account teams informed throughout investigations
Triage whether issues originate in the browser, application, API, database, or infrastructure
Balance short-term containment, workarounds, or rollback with long-term engineering fixes
Perform root-cause analysis using logs, database queries, API traces, browser developer tools, APM data, error tracking, and infrastructure metrics
Validate data and configuration and perform data repair when required
Reproduce defects in staging or UAT using equivalent configuration and de-identified sample data
File complete bug reports with proposed Priority and Severity and resolve incomplete reports returned by triage
Provide documented workarounds and explain their downsides
Partner with Engineering on fixes, validate patches before release, and confirm resolution with customers
Handle suspected P0, P1, or PHI exposure incidents, including Jira tickets, Microsoft Teams alerts, and CritSit participation
Write customer communications and close cases only after customer confirmation or documented workaround
Write root-cause analyses and formal RCAs when contractually required
Protect client data through de-identification, redaction, approved production access, and ticket access logging
Add plain-language root causes to the knowledge base
Build runbooks and diagnostic tooling for Tier 1 and Tier 2 and coach Tier 2 on escalation criteria
Identify recurring issue patterns and recommend hardening, design changes, or backlog items
Participate in rotating on-call coverage for P0 and P1 escalations outside business hours
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Technology, Information Systems, or Software/Computer Engineering
5+ years in technical support, support engineering, or a similar customer-facing technical role
At least 2 years at an escalation tier for a SaaS product
Strong T-SQL against Microsoft SQL Server, including optimized, non-destructive multi-table queries and SQL Profiler or similar tools
Hands-on experience with Datadog or a comparable APM platform, including log search, traces, dashboards, and RUM sessions
Proficiency with browser developer tools, including HAR files, console logs, JavaScript, CSP, CORS, and network failure diagnosis
Hands-on experience reproducing and debugging REST APIs with Postman, Swagger, or cURL
Experience with authentication flows including OAuth and SAML/SSO
Working understanding of SaaS architecture, including web front ends, backend services, relational databases, message queues, and third-party integrations
Experience with Atlassian tools such as Jira and Confluence
Understanding of PHI and PII handling obligations, including de-identification and redaction
Clear written communication and ability to document reproduction steps precisely
Ability to remain calm and methodical during incidents and own problems through closure
Preferred: experience supporting software in the human services space or another regulated industry, and familiarity with HIPAA or SOC 2
Preferred: working knowledge of PowerShell, Python, or similar scripting language
Preferred: ability to read C# and .NET application code
Preferred: experience with Microsoft Azure and cloud-hosted multi-tenant applications
Preferred: familiarity with ETL tools, iPaaS platforms, or SFTP/flat-file exchange
Preferred: experience building internal support tooling or contributing to a product codebase
Preferred: ITIL Foundation or equivalent incident and problem management training
Unable to sponsor employment visas or support STEM OPT work authorization

Benefits

Comp & perks

Fully remote work
Rotating on-call participation for P0 and P1 escalations outside business hours
Ability to travel nationwide, up to 10% annually