Intermediate Tier 3 Support Engineer

The Tier 3 Support Engineer keeps the company's Nova and 4Sight platforms stable and helps Technical Support and Engineering resolve the hardest issues quickly. Sitting between Technical Support and Engineering, the role diagnoses and resolves complex escalations, monitors cluster health, applies infrastructure remediation, performs root cause analysis, and builds hotfixes and service packs. The engineer also maintains knowledge base articles and troubleshooting guides, escalates confirmed code defects to Engineering, and participates in a 24/7 on-call rotation for emergency incidents.