Tier 3

Job Description

The Tier 3 Support Analyst serves as the highest level of application support, providing advanced troubleshooting, root cause analysis, and resolution of complex production issues, defects, integrations, and customer-reported problems. This role is responsible for validating critical issues, reproducing issues, analyzing application logs, database records, APIs, and system workflows, and partnering closely with Product, Engineering, QA, and Customer Success teams to drive timely resolution. The ideal candidate possesses strong PlanSource platform knowledge or prior Benefits/US Health care experience, advanced SQL and troubleshooting skills, a deep understanding of benefits administration and customer workflows, and working knowledge of coding concepts and scripting languages to assist with debugging, log analysis, ability to investigate both technical and business-process issues while effectively managing high-priority escalations.

Roles and Responsibilities

The Tier 3 Support Analyst serves as the highest level of application support, providing advanced troubleshooting, root cause analysis, and resolution of complex production issues, defects, integrations, and customer-reported problems. This role is responsible for validating critical issues, reproducing issues, analyzing application logs, database records, APIs, and system workflows, and partnering closely with Product, Engineering, QA, and Customer Success teams to drive timely resolution. The ideal candidate possesses strong PlanSource platform knowledge or prior Benefits/US Health care experience, advanced SQL and troubleshooting skills, a deep understanding of benefits administration and customer workflows, and working knowledge of coding concepts and scripting languages to assist with debugging, log analysis, ability to investigate both technical and business-process issues while effectively managing high-priority escalations.