Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Tier-3 Support Engineer (Remote) image - Rise Careers
Job details

Tier-3 Support Engineer (Remote)

United States


Guideline is looking for a Tier-3 Support Engineer to join our expanding engineering team. You will join a distributed team of 60+ engineers.

As a Tier-3 Senior Support Engineer at a fast-growing company, you can evolve the way we do technical support and help provide a great experience for our customers. You will be either fully remote or can be attached to one of our offices in California, Texas, or Maine.


You will report to the Manager of Tier-3 Support and will work with a diverse team of Support Engineers.


The Team


Engineering is a fast-growing team in charge of building and supporting a product for our rapidly expanding customer base.

We value passionate technologists with a strong work ethic. We’ve accomplished a lot in just a few short years, but Guideline is just getting started. We are thrilled to build a modern technology solution in the outdated world of retirement finance.


What You Will Work On


  • Work as an escalation point for all software related issues (Escalations) originating from the production environment
  • Investigate escalations using production monitoring systems and development tools
  • Write code-fixes, develop technical solutions, including rake-tasks and migrations to customer affecting issues
  • Develop solutions/tooling for Support Engineering use and potentially evolve them into self-service tools for customer-facing teams
  • Will work with a variety of partners, ranging from sales team to core engineering teams


What We're Looking For


  • At least 3 years of experience in commercial software technical support role, development, or quality assurance
  • Advanced troubleshooting abilities to dissect complex issues and identify root causes efficiently
  • Strong grasp of network technologies, API integration patterns, and white-box testing techniques
  • Excellent skills in log analysis, troubleshooting DB queries, and the use of regex 
  • Ability to develop code in Ruby, JS, or related languages
  • In-depth knowledge of SQL
  • Customer obsession, paired with an unconditional desire to be helpful
  • BCS or equivalent experience

 

More About Guideline 


Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.


Offer Package 


The expected Salary Range for this position is $117500 - $149000 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.


Additional benefits:


  • Flexible vacation policy
  • Company equity
  • 401(k) with matching contributions
  • 100% paid employee insurance coverage
  • Annual learning and development stipend
  • Parental leave
  • Sabbatical after 5 years of employment


Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

#LI-Remote



Expected Salary Range

$117,500—$149,000 USD

COMPANY RATING
4.4 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
Diversity & Inclusion
3.6 Glassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon Glassdoor star icon
CEO of Guideline
Guideline CEO photo
Unknown name
Approve of CEO

Guideline is an all-inclusive 401(k) technology designed for growing businesses. We handle all plan administration for you, including set up, participant enrollment and education, recordkeeping, investment management, compliance, and reporting.

23 jobs
BADGES
Badge ChangemakerBadge Family FriendlyBadge Future MakerBadge Work&Life Balance
CULTURE VALUES
Transparent & Candid
Inclusive & Diverse
Mission Driven
Growth & Learning
BENEFITS & PERKS
401K Matching
Mental Health Resources
Medical Insurance
Dental Insurance
Vision Insurance
Learning & Development
Paid Time-Off
Unlimited Vacation
Maternity Leave
Paternity Leave
DEPARTMENTS
TEAM SIZE
DATE POSTED
October 10, 2023

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
Other jobs
Company
Mission Driven
Collaboration over Competition
Inclusive & Diverse
Growth & Learning
Company
Posted last year
Mission Driven
Social Impact Driven
Passion for Exploration
Reward & Recognition
Company
Transparent & Candid
Inclusive & Diverse
Mission Driven
Growth & Learning
401K Matching
Mental Health Resources
Medical Insurance
Dental Insurance
Vision Insurance
Learning & Development
Paid Time-Off
Unlimited Vacation
Maternity Leave
Paternity Leave
Company
Transparent & Candid
Inclusive & Diverse
Mission Driven
Growth & Learning
401K Matching
Mental Health Resources
Medical Insurance
Dental Insurance
Vision Insurance
Learning & Development
Paid Time-Off
Unlimited Vacation
Maternity Leave
Paternity Leave