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Remote Tier 3 Support Jobs (NOW HIRING)

Evolver Federal

Tier 2 Support - Team Lead

Reston, VA · Remote

This is a fully remote, after-hours position responsible for the day-to-day operations of the ... Coverage is provided across three windows: * Evening shift: 4:30 PM - 1:00 AM. * Overnight shift: 1 ...

symplr

Director, Forward Deployment Engineering

$170K - $200K/yr

Manage and develop a team of Tier 3 support analysts and dedicated support engineers * Own a personal-development pathway that moves engineers from technical support into core engineering as part of ...

Aretec Inc

CBP Technology Service Desk

Ashburn, VA · Remote

Remote Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and ... Escalate incidents to Tier 2 or Tier 3 support teams using ticket transfer and warm‑call transfer ...

Govcio LLC

Service Desk Supervisor (Remote)

This position leads a team of Help Desk professionals across Tier I, Tier II, and Tier III support ... This position is fully remote located within the United States. Responsibilities SHIFTS (in ET/EST ...

NAVA Software Solutions

ArcGIS Support - Remote

Provide development and technical support (1st, 2nd or Tier 3 Level) to the client ArcGIS and ArcFM based Enterprise GIS system and applications. * Take up development for minor enhancements using ...

Insight Global

Service Desk Analyst

Orlando, FL · Remote

$19/hr

Week 2: The first half of the week will be onsite , with the second half transitioning to remote ... Tier 2 or Tier 3 support teams when necessary. Success in this role requires the ability to ...

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Remote Tier 3 Support information

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$44

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

As of Jul 22, 2026, the average hourly pay for remote tier 3 support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 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.
More about Remote Tier 3 Support jobs
What cities are hiring for Remote Tier 3 Support jobs? Cities with the most Remote Tier 3 Support job openings:
What are the most commonly searched types of Tier 3 Support jobs? The most popular types of Tier 3 Support jobs are:
What states have the most Remote Tier 3 Support jobs? States with the most job openings for Remote Tier 3 Support jobs include:
What job categories do people searching Remote Tier 3 Support jobs look for? The top searched job categories for Remote Tier 3 Support jobs are:
Remote Tier 3 Support jobs near you
Infographic showing various Remote Tier 3 Support job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 69% Full Time, 26% Part Time, 1% Temporary, and 3% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Senior Customer Support Engineer (Tier 3), Customer Escalations

Tailscale

Remote

$115K - $144K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 6 days ago

Job description

About Tailscale
Tailscale is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to multinational corporations, teams of every size use Tailscale each day to protect their networks, share access to internal tools, and more. We're building a future for the Internet that's easy, sensible, and safe, like it used to be. Founded in 2019 and fully distributed, we're backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.
Job Description
If you're passionate about solving complex technical problems and helping build trust between customers and engineering, this is the role for you. We're seeking a motivated Senior Customer Support Engineer (Tier 3), Customer Escalations to join our Escalation Engineering team. You'll take ownership of our most complex, ambiguous customer escalations, solving issues where the root cause is not always obvious. You will work these issues to resolution or alternatively a fully-documented handoff that engineering can act on without delay.
As a Senior Customer Support Engineer (Tier 3), Customer Escalations, you'll partner closely with Support and Product/Engineering to close the gap between "customer has described a problem" and "engineering has what it needs to fix it." This role reports directly to the Customer Escalations Team Lead.
Key Responsibilities
  • Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. This includes deep-dive investigations and reproduction of difficult-to-isolate bugs.
  • Get on calls with customers, pull logs, and communicate with the customer about leading theories
  • Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix.
  • File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context.
  • Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org.
  • Partner with Support, CSE, and Product/Eng, while staying within this team's scope
What We Are Looking For
  • 4+ years in a technical support or escalation role at a SaaS or infrastructure company, with demonstrated ownership of escalated/enterprise-tier accounts.
  • A genuine problem-solver who gets energy from untangling hard, ambiguous technical issues
  • Comfortable owning a live, high-stakes customer call: staying calm, building trust, and communicating clearly with a frustrated or technical customer under pressure.
  • Hands-on networking experience in production or homelab environments: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers.
  • Deep familiarity with overlay networking concepts - WireGuard, UDP hole punching, STUN - and comparable VPN/networking products.
  • Code-level debugging capability: can read Go source, reason about goroutines/locks/channels, read pprof CPU/heap profiles, and understand network interface semantics.
  • Comfortable with infrastructure concepts: cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.
  • Strong systems administration skills as well as troubleshooting across Linux, macOS, and Windows.
  • Track record of independently building reproducible test cases and clear, evidence-backed bug reports engineering can act on directly.
  • Strong technical storytelling: able to distill highly technical, ambiguous issues into clear narratives for both engineers and non-technical stakeholders.
  • Investigative mindset; curious to analyze root cause, and evaluate all options to get customers to the best solution
  • Proficiency with programming/scripting in Go, Python, JSON
  • Experience with packet-level analysis

As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. Tailscale's compensation package includes base salary, equity, and comprehensive benefits. The salary range displayed on each job posting represents the target range for a new hire's base salary. Individual offers may vary based on experience and skill set.
US Pay Range
$115,000-$144,000 USD
Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic!
What We Offer
  • An inclusive, flexible environment where you can be your authentic self. We recognize the impact of diverse voices and backgrounds on the growth of our people, product, and company. And that flexibility in how and when you work empowers our team to integrate work and life.
  • A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based roles).
  • Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
  • Remote first company-most of our teams work fully remotely. Enjoy a change of scenery wherever you can get wifi, participate in virtual and in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you). Some roles require in-office collaboration depending on team needs, which will be clearly noted in the job description.
  • Employer-funded retirement contributions. Tailscale will match your retirement contributions dollar-for-dollar, up to a maximum annual employer contribution equal to 0.75% of your eligible compensation.
  • Connect with other Tailscalars IRL. Attend our annual company retreat, participate in team off-sites, and collaborate in person with teammates across Canada, the United States, the United Kingdom, and Singapore. We support intentional in-person connection through team travel and distributed collaboration.
  • Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities.
  • Paid time off and a healthy work-life integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!
  • A build-your-own home office setup. You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $500 USD to customize your workstation to make it your own.
  • Paid parental leave program. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups (20 weeks for birthing parents, 16 weeks for non-birthing parents).

Tailscale is committed to providing an accessible and inclusive hiring process. If you require an accommodation at any stage of the recruitment process or related to any aspect of this role, please contact your recruiter.
Our hiring process uses AI-assisted tools to help screen and assess candidates. All hiring decisions are made by people.
Please be aware that legitimate emails from Tailscale's talent team will only originate from @tailscale.com, @greenhouse.io, and @interviews.modernloop.io email addresses. For more information about protecting yourself from impersonators and scams, please visit https://tailscale.com/scam-awareness.

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