Tier 3 Support Engineer

Job Summary

As a full-time remote Tier 3 Support Engineer, the successful candidate will own the resolution of complex, high-severity issues across the platform, conduct root cause analysis, and serve as the technical escalation point for various teams while collaborating closely with enterprise customers during critical incidents.

Key responsibilities

• Own resolution of complex, high-severity escalations, including issues related to hardware, networking, AI inference, and cloud infrastructure
• Conduct root cause analysis and partner with Engineering to implement permanent fixes
• Define and maintain advanced troubleshooting frameworks and drive post-incident reviews across teams

Required qualifications

• 2-4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role
• Deep expertise in networking and systems, including TCP/IP, routing, firewalls, and Linux internals
• Ability to read and navigate source code (Python, Typescript, Go, SQL) for diagnosing issues
• Proven track record of managing high-severity, multi-stakeholder incidents
• Strong executive communication skills for leading technical discussions under pressure