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 We are thrilled to build a modern technology solution in the outdated world of retirement finance.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.

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Expected Salary Range

$117,500—$149,000 USD