Tier 3 Technical Support Specialist

Location: Full-Time Onsite | Denver, CO Headquarters

Compensation: $70,000 - $85,000 / year

The Tier 3 Technical Support Specialist is our final escalation point before Engineering, owning the most complex customer issues and leading the team on diagnosis, queue management, and root cause.

Our support team is hard-working and customer-first. We walk in every day ready to take on a challenge, and we take pride in being the people customers count on when it matters most.

We are also forward thinkers. Before we do something twice, we ask, "Can I automate it?" We use AI to amplify our work, sharpen our processes, and spend more of our time on the problems that need a human. You will join a team that holds itself to a high bar, owns its outcomes, and is building what modern community association support looks like.

Diagnosis and Resolution

• Own complex cases across FRONTSTEPS Manager, Caliber, payments, and integrations through confirmed resolution
• On every case, establish reproduction steps, constants, variables, and systems involved before attempting a fix
• Troubleshoot with SQL, API debugging, and accounting-level investigation (ledgers, bank reconciliation, AR and AP)
• Write clear resolution summaries and proactive updates so customers understand the problem, the cause, and the fix
• Document bugs with reproduction steps and impact in Azure Dev Ops and Salesforce

Queue and Priority Leadership

• Lead the team on queue management, setting the standard for prioritization and housekeeping at every tier
• Prioritize by customer impact, financial risk, and urgency, not arrival order or the loudest request
• Keep every case current and act on aging cases before they become escalations
• Partner with the Customer Support Supervisor on triage rules and handoff criteria that reduce context switching

Root Cause and Automation

• Analyze case trends to separate symptoms from causes and quantify impact for Product and Engineering
• Track root cause fixes through resolution and confirm case volume drops
• Ask "Can I automate it?" first, and use AI daily to speed up research, documentation, and reporting
• Build AI-assisted workflows and knowledge content that make the whole team faster

Team Development

• Mentor Tier 1, Tier 2, and BPO partner teams on diagnostic questioning and customer communication
• Turn resolved cases into knowledge base articles, macros, and response library updates
• Partner with Product, Engineering, and Customer Success on complex issues, releases, and at-risk accounts

• Tier 3 escalations across FRONTSTEPS Manager and Caliber are owned and resolved within SLA, with a consistent diagnostic approach on every case: reproduction steps, constants, variables, and systems involved
• The Tier 3 queue stays clean, with every case current and no case going quiet
• Regular trend reporting on top case drivers and root causes, with resolved cases turned into knowledge base content and AI-driven automations
• Queue and prioritization standards adopted by Tier 1 and Tier 2, reducing stale cases, panic escalations, and context switching
• Measurable drops in repeat case volume, with Tier 1 and Tier 2 resolving issues that once required Tier 3

Required

• 3+ years in SaaS technical support, with direct experience owning escalated Tier 2 or Tier 3 cases
• Proven ability to manage a high-volume queue, prioritize competing urgent work, and keep every case current
• Strong SQL for data lookups, analysis, and troubleshooting
• Working knowledge of APIs and integration troubleshooting
• Experience with Salesforce, Azure Dev Ops, or similar CRM and ticketing systems
• Track record of using case data to identify trends and drive a root cause fix
• Demonstrated use of AI tools to…