Tier 3 Support Engineer

The role

You will investigate and resolve complex technical issues, backend services, and support client integrations. You will also perform data analysis, troubleshooting, and transformation.

What you will do

• 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

Required qualifications

• Must be located in CST or EST time zone
• 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
• Experienced using artificial intelligence tools or agents in your daily workflow

About the company

Hello Heart is an AI company focused on heart health, building a platform that predicts and prevents cardiac events. It is the cardiac prevention partner to over 80% of large U.S. health plans and serves hundreds of public and private employers.