Technical Support Representative, Tier 3

🇺🇸In-Person - Dallas, TX$55K–$75K/yriJust now

K-12 Support Technical Support Customer Success LMS Administration LTI Integration Incident Management

Role Snapshot

Tier 3 Technical Support Representative serving as the primary escalation point between front-line support teams and engineering, resolving complex technical issues that historically required engineering intervention. This role bridges support and engineering with deep product knowledge and advanced troubleshooting capabilities.

Key Responsibilities: Triage and resolve escalations from Tier 1 & 2 teams using advanced tools like Splunk, Postman, and direct database access; create high-quality JIRA tickets, maintain test environments, and collaborate with engineering during daily stand-ups. Serve as technical expert on customer calls, mentor new team members, and facilitate information transfer across support and engineering teams.

Skills & Tools: Advanced technical troubleshooting, database query skills (reads, updates, inserts, deletes), proficiency with Splunk and API testing tools, strong written and verbal communication for translating technical concepts to non-technical audiences. Demonstrated ability to work cross-functionally with engineering and product teams while maintaining high standards for case quality and documentation.

Qualifications: Not specified in job description; typically requires 3-5 years of technical support experience with progression through support tiers or equivalent hands-on technical background. Experience with LMS platforms, API/database tools, and bug tracking systems preferred.

Location: In-Person - Dallas, TX

Compensation: $55K–$75K/yr (estimated)

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Job Description

Tier 3 sits in between Support and Engineering and as such this team contains our most technically gifted support agents. The level of understanding they have of our product range goes well beyond the front end functionality. As the main escalation point for Tiers 1 & 2, Tier 3 conducts deep investigations by using advanced tools, such as Splunk, LTI Launcher & Postman to name but a few. Their ability to read and write from our databases, allows them to

resolve many native issues that only engineering could have resolved historically. Since the creation of this team over 90% of cases that needed engineering support, are now resolved within support! This ensures a far quicker time to resolution for tickets and a greatly improved support experience for our end users. Tier 3 have built strong working relationships with the engineering and product teams and attend daily stand ups with these teams, to share information on bugs, fixes and scheduled releases.

Responsibilities:

Triaging & vetting escalations from Tier 1 & 2 - i.e. making sure that a case is escalation needed and passing back to Tier 1 & 2 if it is not an appropriate escalation.
Maintain consistent case quality, achieving agreed target for monthly reviews.
Translate technical information into customer friendly explanations.
Running reads, updates, inserts & deletes on the database.
Creation and follow up of JIRAs for issues to a high standard so that the Engineering Teams can work them.
Attend Stand-Ups with engineering teams.
Maintain LMS test environments for the Technical Support team.
Attend drop-in sessions with Tier 1 & 2 Technical Support Team.
Point of contact for shadowing with new Tier 3 team members, so they can learn the ropes.
Provide bug updates to the wider team.
Tag PMs in JIRA to check if confirmed bugs should be added to our Known Issues Page.
Ensure efficient transfer of information between Tier 1, Tier 2 and engineering.
Directly support our ISV customers with their white label integrations.
Work with Tier 3 teams in our main LMS partners.
Flag stalled ESRs with Engineering and Support management.
Create Knowledge articles on emerging issues.
Attend customer calls as the technical expert when required.
Contribute towards Tier 3 meetings by adding topics for discussion and sharing knowledge
Join engineering calls during service disruptions when requested by the Support Incident Commander, ensuring regular updates are shared between the teams.
Assist with onboarding of new members of Tier 3.