Tier 3 Technical Support Specialist
Denver, CO
Full Time
Mid Level
Denver, CO - Onsite
Position Overview
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.Why This Team
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.
Essential Functions
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 DevOps and Salesforce
- 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
- 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
- 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
What Success Looks Like
- 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
Skills and Qualifications
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 DevOps, 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 amplify your work and improve team processes, with examples you can walk us through
- Exceptional written and verbal communication; a strong wordsmith who can explain complex problems and solutions to non-technical users
- HOA or community association accounting experience, or working knowledge of accounting fundamentals (general ledger, AP and AR, bank reconciliation)
- Experience with a community association accounting platform, payment processing, or banking integrations
- Experience building automations, AI workflows, or case trend dashboards
- Background training or mentoring support teams, including BPO partners
Core Competencies
- Extreme ownership: Owns the outcome, not just the ticket. No hand-offs without context, no excuses, and no case left to drift. If something goes wrong, you are the first to name it and the first to fix it.
- High accountability: Does what you say you will do, when you say you will do it. Holds yourself and the team to a high standard and measures success by the customer's result.
- Sense of urgency: Treats an escalated case like the customer's business depends on it, because it often does. Moves first, updates often, and never lets a case go quiet.
- Diagnostic discipline: Asks the right questions before reaching for a fix. Identifies the reproduction steps, constants, variables, and systems involved on every case, and retains what you learn so you level up fast.
- Queue and priority leadership: Knows what to work on next and why. Keeps a clean queue, protects focus, and leads the team away from reactive escalations toward steady, prioritized work.
- Complex problem-solving: Energized by the problem no one else has solved. Works independently, tests hypotheses, and finds the answer without waiting for direction.
- Root cause thinking: Is not satisfied with closing a case. Asks why it happened, how many other customers it affects, and what would stop it from recurring.
- Automation mindset: "Can I automate it?" is the first question, not the last. Uses AI and automation to amplify your impact and the team's.
- Master communicator: A strong wordsmith who explains complex problems and solutions so clearly that customers understand exactly what happened and what was done. Coaches other reps to communicate the same way.
- Systems thinking: Understands how our products, payments, banking, and integrations interact, and diagnoses issues that span all of them.
- Customer-first, team-first: Brings energy and a ready-for-anything attitude every day. Shares knowledge generously and raises the floor for Tier 1 and Tier 2.
Additional Information
Supervisory Responsibility: This position has no direct reports. It provides mentoring and technical guidance to Tier 1 and Tier 2 representatives.Work Environment: This is an onsite role based in our Denver, Colorado office, working alongside the Customer Support team. This role routinely uses standard office equipment such as computers, phones, and related technology.
Travel: Travel is not required for this position.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit; stand; walk; use hands to handle or feel; and reach with arms and hands.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Benefits for Full Time roles include the following:
· 100% company paid onsite employee parking
· Medical, Dental, and Vision
· Company-sponsored Life Insurance
· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
· FSA/HSA
· Paid Time Off
· Sick Time
· 401k match
FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.
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