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Remote Tier 3 Support information

See Raleigh, NC salary details

$14

$25

$43

How much do remote tier 3 support jobs pay per hour?

As of Jul 13, 2026, the average hourly pay for remote tier 3 support in Raleigh, NC is $25.32, according to ZipRecruiter salary data. Most workers in this role earn between $18.70 and $27.60 per hour, depending on experience, location, and employer.

What is the difference between Remote Tier 3 Support vs Remote Tier 2 Support?

AspectRemote Tier 3 SupportRemote Tier 2 Support
CredentialsTechnical certifications (e.g., CompTIA, Cisco)Basic technical certifications or training
Work EnvironmentAdvanced troubleshooting, complex issue resolutionInitial troubleshooting, issue escalation
Employer & Industry UsageIT service providers, tech companiesIT support teams, MSPs
Common Search & ComparisonRemote Tier 3 Support vs Remote Tier 2 Support

Remote Tier 3 Support involves handling complex technical issues requiring advanced skills and certifications, often working on escalated problems. In contrast, Remote Tier 2 Support focuses on resolving common issues and escalating more complex cases to Tier 3. Both roles are essential in IT support hierarchies, but Tier 3 typically requires more specialized knowledge and experience.

What are Remote Tier 3 Support specialists?

Remote Tier 3 Support specialists are highly experienced technical support professionals who handle the most complex and advanced issues that cannot be resolved by lower-tier support teams. They work remotely to diagnose, troubleshoot, and resolve critical technical problems, often involving deep system analysis, debugging, and collaboration with product development teams. Their expertise allows them to provide solutions for escalated cases, create documentation for recurring issues, and sometimes contribute to product improvements. Tier 3 specialists often have advanced knowledge of software, hardware, or network systems, and play a key role in ensuring customer satisfaction for challenging technical issues.

How does a Remote Tier 3 Support professional typically collaborate with other support tiers and technical teams?

As a Remote Tier 3 Support professional, you will often serve as the escalation point for complex technical issues that Tier 1 and Tier 2 cannot resolve. Collaboration is key, as you'll regularly communicate with lower-tier support to gather detailed case histories and with engineering or development teams to troubleshoot and resolve advanced problems. Effective documentation and clear communication are essential to ensure knowledge transfer and prevent recurring issues. This role often involves participating in cross-functional meetings or virtual stand-ups to align on solutions and share insights.

What are the key skills and qualifications needed to thrive as a Remote Tier 3 Support specialist, and why are they important?

To thrive as a Remote Tier 3 Support specialist, you need advanced technical troubleshooting skills, deep knowledge of the supported products or systems, and typically a relevant IT degree or certifications such as CompTIA, Cisco, or Microsoft. Proficiency with remote desktop tools, ticketing systems, network diagnostics, and sometimes scripting languages is essential for resolving complex issues. Strong analytical thinking, clear communication, and patience set top performers apart in this role. These skills are crucial for efficiently diagnosing and resolving escalated technical problems, ensuring customer satisfaction, and minimizing downtime.
What are popular job titles related to Remote Tier 3 Support jobs in Raleigh, NC? For Remote Tier 3 Support jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Remote Tier 3 Support jobs in Raleigh, NC look for? The top searched job categories for Remote Tier 3 Support jobs in Raleigh, NC are:
Remote Tier 3 Support jobs near you
Infographic showing various Remote Tier 3 Support job openings in Raleigh, NC as of July 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $52,667 per year, or $25.3 per hour.
Principal ZTNA Network Engineer - Employee Remote Access

Principal ZTNA Network Engineer - Employee Remote Access

Fidelity Investments

Durham, NC • Remote

Full-time

Posted 20 days ago

Fidelity Investments rating

8.7

Company rating: 8.7 out of 10

Based on 266 frontline employees who took The Breakroom Quiz

17th of 148 rated financial services

Job description

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position.

The Role
We are seeking a Senior ZTNA (Zero Trust Network Access) Network Engineer to lead the engineering, deployment, and optimization of secure remote access solutions across the enterprise. This role will drive the transition from legacy VPN technologies to modern Zero Trust architectures, with a strong focus on Zscaler (ZPA/ZIA) and enterprise ZVPN initiatives.
You will design and implement secure, scalable, and resilient access solutions that enable seamless, secure connectivity to enterprise applications while eliminating implicit trust. This includes architecting Zero Trust segmentation, application-level access controls, and robust connectivity strategies for a global workforce. Responsibilities will include:

  • Lead design and implementation of ZTNA solutions (Zscaler ZPA/ZIA, ZVPN) to replace legacy VPN technologies

  • On call required rotation

  • Define and deliver modern Zero Trust architecture patterns, including application-level segmentation and identity-based access

  • Drive legacy VPN decommissioning and migration to ZTNA platforms

  • Develop and execute engineering roadmaps aligned to enterprise remote access strategy

  • Partner with security, infrastructure, and business units to ensure coordinated rollout and adoption

  • Document architecture, operational models, and implementation standards

  • Evaluate emerging ZTNA and secure access technologies and provide data-driven recommendations

  • Lead pilots and phased deployments, including testing, validation, and performance benchmarking

  • Act as a Tier-3 escalation lead for complex remote access and connectivity issues

  • Ensure high availability and resilience of remote access infrastructure in a 24x7 global environment

  • Assess and mitigate risks related to latency, scale, and user experience during migrations


The Expertise and Skills You Bring

  • 6-10 years of network/security engineering experience, including 4+ years in ZTNA or remote access transformations

  • Bachelor's degree in Computer Science, Information Technology, or related field

  • Hands-on experience with Zscaler (ZPA/ZIA) or comparable Zero Trust platforms

  • Proven success migrating legacy VPNs to Zero Trust, cloud-delivered access solutions

  • Deep expertise in ZTNA design, implementation, and Zero Trust principles (least privilege, continuous verification, no implicit trust)

  • Experience designing application segmentation and identity-based access policies

  • Strong knowledge of traffic steering, split tunneling, and secure access routing (ZVPN architectures)

  • Experience with load balancing, gateways, and access control layers

  • Advanced troubleshooting across network layers (L3-L7)

  • Familiarity with hybrid environments (on-prem, cloud, SaaS)

  • Ability to optimize latency, performance, and user experience in ZTNA environments

  • Experience with high availability, disaster recovery, and failover strategies in global, always-on environments

  • Experience with network automation tools (Python, Ansible, APIs)

  • Familiarity with endpoint management and deployment tools (Intune, SCCM)

  • Strong understanding of identity providers (Azure AD / Entra ID), SSO, and conditional access

  • Knowledge of PKI, certificates, and modern authentication methods

  • Experience integrating with SIEM, EDR, and security monitoring platforms

  • Strong ownership mindset with a focus on execution and delivery

  • Ability to thrive in fast-paced, ambiguous environments with competing priorities

  • Excellent communication skills across technical and business stakeholders

  • Proven ability to lead incident response and drive resolution under pressure

  • Preferred certifications: Zscaler (ZCCA / ZCCP / ZCSE), CCNP/CCIE (Security or Enterprise), CISSP (or equivalent), ITIL Foundation

The Team
You will be part of the Enterprise Cloud, Infrastructure, and Operations (ECIO) organization, playing a central role in transforming the enterprise's remote access strategy from legacy VPN to Zero Trust. This is a high-visibility, high-impact team focused on ZVPN rollout and enterprise-wide adoption, legacy VPN decommissioning, and Zscaler-driven Zero Trust transformation.

The team operates in a global, 24x7 environment and partners closely with security, infrastructure, and business stakeholders. Together, you enable secure, seamless access to applications for a distributed workforce-reducing cyber risk, improving resilience, and supporting business continuity at scale.

Certifications:Category:Information Technology

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

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