Full-Time L3 Tech Support Engineer
Casebook PBC is hiring a remote Full-Time L3 Tech Support Engineer. The career level for this job opening is Expert and is accepting Philadelphia, PA based applicants remotely. Read complete job description before applying.
Casebook PBC
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About the Role We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. You will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers. You will assist customers with complex inquiries, and ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.
The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.
Key Responsibilities
- Deliver exceptional technical support via email, chat, and other communication channels.
- Diagnose and resolve complex technical issues involving software, hardware, or network configurations.
- Use tools like Postman and APIs to troubleshoot and resolve integration issues.
- Clearly explain technical concepts to non-technical users and provide advanced technical guidance.
- Act as an escalation point for critical incidents.
- Collaborate with engineering teams to address product bugs.
- Manage and track support tickets using CRMs.
- Troubleshoot technical issues involving JSON, XML, HTML, and CSS.
- Document resolutions, technical tips, and workflows.
- Conduct training sessions for Level 1 and Level 2 staff.
- Leverage knowledge bases and online resources.
- Balance and prioritize multiple tasks in a fast-paced environment.
- Stay up to date on product knowledge and industry trends.
Skills
- Advanced diagnostic and analytical skills
- Exceptional written and verbal communication
- Ability to work independently and collaboratively
- Strong organizational skills
Work Environment
- Remote role
- Occasional travel
- Flexibility for on-call rotations or after-hours support
Required Experience
- 5+ years of experience in technical support
- 2+ years of handling advanced technical escalations
- Expertise in troubleshooting APIs and tools like Postman
- Strong understanding of software troubleshooting, integrations, and systems
- Experience with ticketing systems (Zendesk, Jira, or HubSpot)
- Excellent customer service and communication skills
- Strong analytical and problem-solving skills
- Proven ability to manage time effectively
- Service-oriented mindset
Preferred Skills
- Previous experience in SaaS or software customer support
- Proficiency in scripting or coding (HTML, CSS, JSON, and XML)
- Strong understanding of incident management frameworks
- Bachelor’s degree (or equivalent experience)
Compensation: $70,000 - $80,000 Salary + Bonus + Benefits