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Tier 3 Support Engineer (Central or East)

Remote US

About Hello Heart:

Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke – the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information.

We’re looking for a highly skilled and motivated Support Engineer, Tier 3 to join our dynamic team. In this role, you will be responsible for addressing and resolving complex technical issues and backend services for both end-users and internal teams. This position requires excellent written and verbal communication skills, strong technical and problem solving skills, and curiosity paired with creativity.

If you are someone who wakes up in the morning and wants to do good for the world, come join an all-star, mission-driven team that is building life improving solutions.

Responsibilities:

  • Become a product and technical expert acting as a knowledge source and point of contact for other Hello Heart teams, conducting triage and resolving production related issues 
  • Assisting with bug fixes (Python scripting, pulling information from databases)
  • Troubleshooting logs (AWS/Kibana) and configuring files (JSON)
  • Finding user data and creating reports (SQL/MongoDB)

Qualifications:

  • Must be located in CST or EST time zone
    • Expected working hours: Monday - Friday / 8 AM - 5 PM EST
  • 3+ years experience handling Tier 3 requests at enterprise level
  • Ability to read and understand code (e.g. Python, SQL)
  • Ability to troubleshoot and configure JSON files
  • Proven experience working with AWS ecosystem (S3, SQS)
  • Proven experience working with MongoDB and SQL-based database management system 
  • Excellent analytics and investigation skills
  • Excellent written and verbal communication skills (across departments and technical literacy)

The US base salary range for this full-time position is $90,000.00 to $110,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.  

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