Tier 3 Technical Support
On-siteLongview, Texas, United States
Job Summary
Analyze data using SQL and internal tools to diagnose complex technical issues and support customer needs. Investigate and resolve deep system and database problems while collaborating with Engineering and QA to reproduce bugs and contribute to long-term fixes. Own issues end-to-end from investigation through resolution, communicate clearly with stakeholders, and mentor Tier 1 and Tier 2 team members on troubleshooting best practices. Contribute to internal documentation, improve support processes, and provide input on product improvements based on real-world customer challenges. Requires 2+ years in Tier 2 or Tier 3 support, strong SQL and database knowledge, and familiarity with the software development lifecycle. Join iClassPro, an Inc. 5000 fastest-growing company powering class management platforms for youth activity centers worldwide.
Required Qualifications
- 2+ years in a Tier 2 or Tier 3 technical support or similar role
- Strong understanding of relational databases and data analysis
- Experience troubleshooting software systems in a production environment
- Familiarity with the software development lifecycle
- Working knowledge of SQL
- Working knowledge of basic web technologies (HTML, CSS, JavaScript)
- Strong analytical and problem-solving skills with attention to detail
- Ability to communicate technical concepts clearly to both technical and non-technical audiences
- Self-motivated, organized, and comfortable working independently in a fast-paced environment
- Applicants must be authorized to work for any employer in the U.S.
- All applicants will need to take the Culture Index Survey during the application process
Desired Qualifications
- Experience with PHP/Laravel and Git is a plus
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