[Remote] Tier 3 Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. Hello Heart is an AI company focused on predicting and preventing cardiac events through heart-health technology. The Tier 3 Customer Support Engineer investigates and resolves complex technical issues across backend services, data workflows, and support systems while supporting client integrations and internal teams.

Responsibilities

• 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 to escalate issues, improve workflows, and reduce recurring support friction

Skills

• Must be located in CST or EST time zone
• Expected working hours: Monday - Friday / 8 AM - 5 PM EST
• 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, with the ability to communicate clearly across departments and varying levels of technical literacy
• Experienced using artificial intelligence tools or agents in your daily workflow to accelerate technical investigation, summarize findings, improve documentation, and delegate repeatable tasks

Company Overview

Hello Heart provides cardiovascular digital therapeutics to help people understand and improve their heart health using technology. It was founded in 2013, and is headquartered in Menlo Park, California, USA, with a workforce of 201-500 employees. Its website is http://www.helloheart.com.

Company H1B Sponsorship

Hello Heart has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2023, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.