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Tier 3 Customer Support Jobs (NOW HIRING)

Viega

Tier 3 Customer Service Representative

Broomfield, CO · On-site

$16 - $21.75/hr

Provides follow-up communications with customers, sales, and support teams regarding questions or ... Some college education preferred * 2-3 years of progressive work experience performing ...

Buckeye Broadband

Brainiac - Tier 3

Northwood, OH · On-site

Technical Support: Providing troubleshooting and support to the customer's and contract field ... The Brainiac - Tier 3 is a non-exempt position. The working hours may vary to accommodate the needs ...

Buckeye Broadband

Brainiac - Tier 3

Northwood, OH

Technical Support: Providing troubleshooting and support to the customer's and contract field ... The Brainiac - Tier 3 is a non-exempt position. The working hours may vary to accommodate the needs ...

Proven IT

Tier 3 Engineer

Schaumburg, IL · On-site

$75K - $100K/yr

This is an expert level of customer support for Managed IT Services. The Tier III Engineer has an expert understanding of the hardware, software and systems that the customer has on site.

CFS

Tier 3 Help Desk

Dublin, OH

$19.25 - $26/hr

Providing mentorship and technical guidance to lower-tier support staff * Delivering exceptional customer service while managing multiple priorities What We're Looking For The ideal Tier 3 Help Desk ...

SAIC

Tier Three Technical Support

Aberdeen, MD · On-site

Description SAIC is seeking a Senior (Tier 3) Technical Support Analyst , with in-depth Information ... Ability to build and maintain customer relationships and partnerships with stakeholders at all ...

Agile Defense

Tier III Analyst

Rosslyn, VA · Hybrid

Our vision is to bring adaptive innovation to support our nation's most important missions through ... As systems and customer needs have grown, the team requires a dedicated specialist who can oversee ...

Mesa Rim Climbing Centers

Tier 3 Routesetter

Austin, TX · On-site

Support team in managing time effectively, providing guidance for the team's workflow and setting ... Tier 3 Setter Pay Range: $23.50-$32.00/hour By submitting an application below, you are agreeing to ...

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

As of Jun 21, 2026, the average hourly pay for tier 3 customer support in the United States is $20.94, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $23.32 per hour, depending on experience, location, and employer.

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

To thrive as a Tier 3 Customer Support specialist, you need advanced troubleshooting abilities, deep product or service expertise, and often a relevant technical degree or equivalent experience. Familiarity with ticketing systems like Zendesk or Jira, knowledge bases, remote diagnostics tools, and sometimes certifications such as ITIL or CompTIA are typical requirements. Excellent problem-solving, patience, and strong communication skills distinguish top performers in this role. These skills are crucial for resolving complex customer issues efficiently, ensuring customer satisfaction, and supporting overall product reliability.

How does a Tier 3 Customer Support specialist typically collaborate with engineering or product teams to resolve complex issues?

Tier 3 Customer Support specialists often work closely with engineering or product teams by escalating unresolved or highly technical issues that require in-depth investigation. They provide detailed case documentation, logs, and user reports, and may participate in diagnostic sessions or meetings to help reproduce and analyze issues. Effective communication skills are essential, as Tier 3 specialists act as a bridge between the customer-facing support staff and the technical teams, ensuring that customer concerns are accurately conveyed and addressed. This collaborative approach not only resolves customer problems efficiently but can also inform product improvements.

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

AspectTier 3 Customer SupportTier 2 Customer Support
CredentialsTechnical certifications, advanced product knowledgeBasic technical training, customer service skills
Work EnvironmentSpecialized support teams, often in technical or engineering departmentsFrontline support, handling common customer issues
ResponsibilitiesResolving complex technical problems, providing expert solutionsAddressing standard inquiries, troubleshooting common issues
Industry UsageTech companies, software providers, hardware manufacturersTelecom, retail, general service industries

In summary, Tier 3 Customer Support handles the most complex technical issues requiring specialized knowledge, while Tier 2 Customer Support manages more routine problems. Both roles are essential in providing comprehensive customer service, but Tier 3 support typically involves higher technical expertise and problem-solving skills.

What are Tier 3 Customer Support specialists?

Tier 3 Customer Support specialists are highly skilled professionals who handle the most complex and technical customer issues that cannot be resolved by lower support tiers. They often work closely with engineering or product development teams to diagnose and fix advanced problems, perform root cause analysis, and provide long-term solutions. Tier 3 agents may also create documentation for recurring issues and help improve the overall customer support process. Their role is critical in ensuring customer satisfaction for challenging or unique cases.
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Tier 3 Customer Support jobs near you

Tier 3 Customer Experience Technical Support Specialist

SumUp

El Paso, TX • On-site

Full-time

Medical, Life, Retirement, PTO

Posted 3 days ago

Job description

Tier 3 Customer Experience Technical Support Specialist
Location: El Paso, Texas - Office First
About the team
The Customer Experience organization at SumUp is the frontline for our merchants - and the Tier 3 Technical Support team is where the most complex challenges land. As our product portfolio grows across point-of-sale, kiosk, loyalty, and payment solutions, this team ensures that difficult technical issues get resolved quickly, without needing to escalate to Engineering. Hey
This role sits at the top of the CX support chain: you'll own the diagnosis and resolution of the hardest cases, reduce Engineering escalations through sharper troubleshooting and documentation, and act as the technical bridge between our CX teams and our product and engineering partners. If you're energized by complex problem-solving, enjoy making teams around you more capable, and want your work to have a direct impact on the merchants we serve - this one's for you.
What you'll do
  • Diagnose and resolve advanced technical issues across connectivity, hardware, integrations, and distributed systems - covering our full product surface including point-of-sale, kiosk, loyalty, and payment solutions
  • Identify recurring technical patterns across CX and partner with Learning & Development to build training programmes that upskill Tier 1 and Tier 2 support teams
  • Create and maintain technical documentation, troubleshooting guides, and knowledge base articles that reduce repeat escalations
  • Track and analyse support trends using tools like Salesforce, Jira, and Gong to surface systemic issues and present monthly insights to Product and Engineering stakeholders
  • Serve as the primary CX liaison to Product, QA, and Engineering - attending roadmap sessions, contributing merchant insights, and participating in post-mortem reviews for critical incidents
You'll be great for this role if...
  • Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, firewalls, and payment terminal connectivity, alongside experience with API troubleshooting, webhooks, and browser debugging.
  • Experience working in a highly technical support environment, ideally within SaaS, point-of-sale, payments, or a related technology field.
  • Proven ability to independently diagnose and resolve complex technical issues across hardware, software, and integrated systems.
  • Comfort creating training materials and facilitating technical knowledge-sharing sessions for non-technical audiences.
  • Analytical mindset with the ability to identify patterns and root causes from data, support metrics, and customer interactions - and translate those findings into clear, actionable recommendations.
Why you should join SumUp
  • Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our El Paso office. This involves an office-first setup
  • Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
  • A dedicated annual L&D budget for attending conferences and/or advancing your career through further education
  • Generous time off: 22 days of paid vacation, plus an extra day each year up to 28 days, public holidays, quarterly Wellness Days, and special leaves
  • Tremendous Health and life coverage
  • Financial security: 401(k) retirement scheme with matching (100% on first 1%, 50% on 2-6%)
  • Break4me: 1-month sabbatical after 3 years of service
  • Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
About SumUp
Be empowered to do more that matters.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.
#SumUpUSA
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.

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