Support Engineer (Tier 2)

Support Engineer (Tier 2) Centennial, CO (In-Office) Full-Time | Benefits Included $80,000 - $90,000 base salary (DOE) About the Role We're hiring a Tier 2 Support Engineer to take ownership of escalated customer issues while contributing hands-on technical work across our platform. This is a hybrid role combining deep troubleshooting, customer communication, and practical engineering support. You'll be the primary owner of Tier 2 escalations and work closely with our engineering team to improve stability, quality, and tooling. What You'll Do Tier 2 Customer Support (≈50%) Own escalated customer issues end-to-end, from Tier 1 handoff through resolution. Diagnose issues using application code, databases, logs, and system tools. Communicate clearly and professionally with customers during incidents. Perform root cause analysis for production incidents. Create workarounds, implement bug fixes, and coordinate production deployments. Improve documentation and knowledge base content to reduce repeat issues. Partner with Tier 1 support to improve escalation quality and resolution speed. Engineering & Platform Support (≈50%) Perform manual and lightweight automated testing of new features. Validate releases prior to production deployment. Identify regressions and test gaps in collaboration with engineers. Contribute to improving support processes over time. Work through a prioritized backlog of: Bug fixes Minor feature enhancements Operational tooling Technical debt cleanup Qualifications 1-3+ years experience in software development, support engineering, or a related role Strong troubleshooting and analytical skills Comfortable working with code, databases, and logs Ability to explain technical issues to non-technical users Strong written and verbal communication skills Bachelor's degree in Computer Science or equivalent practical experience Experience with .NET, SQL, or SaaS platforms is a plus Nice to Have Prior customer-facing technical support experience Exposure to QA, testing, or release validation Interest in growing into technical ownership or leadership Compensation & Benefits Base salary: $80,000 - $90,000 (DOE) Full time 40 hour per week Company-paid health insurance for employees Family coverage available at additional cost 401(k) with company match Paid time off and paid holidays Growth Path This role is expected to evolve over time into a Support Lead / Manager position, owning day-to-day Tier 2 execution, process improvements, and team support strategy.

Job Type:

Full-time Pay:

$80,000.00 - $90,000.00 per year

Benefits:

401(k) matching Health insurance Paid time off

Compensation Package:

Bonus opportunities Ability to

Relocate:

Centennial, CO 80112: Relocate before starting work (Required)

Work Location:

In person