Tier 3 Engineer

As a Tier 3 Engineer at Via, your key responsibilities include diagnosing and resolving complex technical issues to ensure minimal disruption to partners' operations, collaborating with various teams to address escalated partner issues, investigating support trends to improve product efficiency, and documenting meticulous support processes.

Candidates for the Tier 3 Engineer role at Via should have a Bachelor’s degree in a technical field such as Computer Science or Software Engineering, along with at least 2 years of experience in technical support or related roles. Familiarity with programming and scripting, particularly Python and Bash, is also essential.

The role of a Tier 3 Engineer at Via is pivotal in identifying support trends and issues, which provides insight into necessary improvements. By documenting encountered issues and creating custom solutions, you can facilitate proactive measures that enhance overall product functionality and partner satisfaction.

A Tier 3 Engineer at Via should possess strong analytical skills, experience with different operating systems, particularly Linux, and knowledge of cloud environments like AWS. Proficiency in programming languages, troubleshooting techniques, and communication abilities for conveying technical concepts to diverse teams are also critical.

The work environment for a Tier 3 Engineer at Via is fast-paced and collaborative. You will be engaging with various internal teams and partners, handling unique challenges daily while maintaining a focus on quality and timely solutions.

When faced with complex technical issues, I first gather detailed information about the problem from all stakeholders. Then, I analyze logs and system behaviors to identify underlying patterns. Following that, I prioritize issues based on their impact and develop a systematic troubleshooting plan, ensuring I consult with relevant teams as needed.

In a fast-paced work environment, I prioritize tasks by assessing their urgency and impact on partners and projects. I use a task management tool to keep track of deadlines and ensure I regularly communicate with my team to adapt quickly to any changes in priorities.

Certainly! In my previous role, I collaborated with a software engineering team to resolve a critical integration issue affecting our partner’s service. By organizing a cross-functional meeting and facilitating clear communication, we identified the root cause and developed a fix that enhanced partner satisfaction.

I utilize a combination of tools such as SQL for database queries, Coralogix for log management, and various monitoring dashboards to track key performance indicators. These tools help me gather data that reveals trends, which I can then analyze to derive actionable insights.

I have extensive experience working in Cloud and SaaS environments, specifically utilizing AWS for deploying applications, managing services, and ensuring scalability. My familiarity with SaaS allows me to troubleshoot issues effectively and ensure seamless service delivery.

To ensure effective communication, I adapt my messaging to the audience, using analogies or simplified terms for non-technical teams while providing detailed explanations to technical teams. I also encourage questions and feedback to ensure clarity and foster collaboration.

I document support processes by creating structured guides that outline common issues, steps taken to resolve them, and preventative measures. I follow a consistent format, making it easy for team members to refer to and contribute additional insights as they arise.

I am proficient in Python and Bash. I frequently use Python for script automation tasks, such as gathering configurations and processing logs, and Bash for quick command-line management tasks that help streamline my workflows.

When leading a project with multiple priorities, I break down the project into smaller, more manageable tasks and set clear deadlines. I also hold regular check-ins with my team to adjust timelines as needed, ensuring we stay on track while maintaining a high standard of work.

My motivation to work as a Tier 3 Engineer stems from my passion for problem-solving and making a tangible impact on user experiences. Being at the cutting edge of technology and collaborating with diverse teams to enhance product performance fuels my enthusiasm for this role.