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Tier 3 Customer Support Jobs (NOW HIRING)

AAC Inc

End User Tier 3

Washington, DC · On-site

Provide Tier 3 end user system administration support via telephone, deskside, or remote to users ... · Must have a positive and patient customer service attitude. · Must be able to work ...

kgs

NOC Technician Tier 3

Washington, DC · Hybrid

Koniag Technology Solutions, Inc, a Koniag Government Services company , is seeking a NOC Technician Tier 3 to support KTS and our government customer in Washington, DC. This position requires the ...

TecTammina

Tier 3 Support Engineer

Redmond, WA

Outstanding customer service/focus skills. Team Foundation Server Administration SharePoint Administration SQL Server Administation IIS Administration Windows Administration Application Support and ...

asrcfh

Systems Administrator, Tier 3

Bexar, TX

This contract will provide 24/7/365 operations support to the customer. Applicant must be able and ... Support the Tier 3 Enterprise Operations mission. Validate Microsoft Intune (Cloud) and Microsoft ...

asrcfh

Systems Administrator, Tier 3

Bexar, TX

This contract will provide 24/7/365 operations support to the customer. Applicant must be able and ... Support the Tier 3 Enterprise Operations mission. Validate Microsoft Intune (Cloud) and Microsoft ...

ECS

Senior Tier-3 Analyst

Falls Church, VA · On-site

$93K - $124K/yr

Everforth ECS is seeking a Senior Tier-3 Analyst to work in the National Capital Region covering ... supporting enterprise modernization and customer experience initiatives. • Trains Tier-1 and Tier ...

kgs

NOC Technician Tier 3

Washington, DC · Hybrid

Koniag Technology Solutions, Inc, a Koniag Government Services company , is seeking a NOC Technician Tier 3 to support KTS and our government customer in Washington, DC. This position requires the ...

Agfa

Customer Support Analyst, Tier 1

OR · Remote

The Customer Support Analyst, Tier 1 will consult with users to provide remote technical support ... Three years previous work experience in a technical customer support role in a high-tech company or ...

AGFA

Customer Support Analyst, Tier 1

OR · On-site +1

The Customer Support Analyst, Tier 1 will consult with users to provide remote technical support ... Three years previous work experience in a technical customer support role in a high-tech company or ...

Dialpad

Customer Support Representative, Tier 1

$17.50 - $22.25/hr

Customer Support Representative, Tier 1 Tokyo, Japan About Dialpad Dialpad is the AI-native ... Minimum of 3 years in customer support (additional work experience in a technical field is ...

AiPrise

Head of Customer Support

San Jose, CA · On-site

$175K - $225K/yr

Own tier-1 through tier-3 support triage and resolution across the customer base * Build and refine escalation playbooks, incident response protocols, and postmortem processes * Define and instrument ...

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All JobsTier 3 Customer Support Jobs

Tier 3 Customer Support information

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

As of Jun 28, 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.
More about Tier 3 Customer Support jobs
What cities are hiring for Tier 3 Customer Support jobs? Cities with the most Tier 3 Customer Support job openings:
What states have the most Tier 3 Customer Support jobs? States with the most job openings for Tier 3 Customer Support jobs include:
What job categories do people searching Tier 3 Customer Support jobs look for? The top searched job categories for Tier 3 Customer Support jobs are:
Tier 3 Customer Support jobs near you

CCaaS Tier 3 Support Analyst/Platform Administrator

Omm IT Solutions

Ellicott City, MD • On-site

Contractor

Posted 26 days ago

Job description

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  • It's 100% Onsite position. <\/b><\/span>
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  • Selected candidate is required to work on\-site at SSA headquarters 5 days a week Monday - Friday.  <\/b><\/span><\/span><\/span>
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  • There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am\-3:30pm.  Afternoon shift will be staggered from 2:30pm\-10:30pm.<\/b><\/span>
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    • Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1\/2 resources. <\/span><\/span><\/span>
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    • Train and provide guidance to Tier 1\/2 resources on resolving issues and processing requests.<\/span>
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      \n Position Description:<\/b><\/span>
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      • Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.<\/span>
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      • Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.<\/span>
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      • Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.<\/span>
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      • Fill in the role as part of the Tier 1\/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1\/2 resources) to log issues and requests in ServiceNow IT Service Manager.<\/span>
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      • Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.<\/span>
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      • Triage requests to ensure accurate transfers and escalation of customer requests or issues.<\/span>
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      • Provide off\-hour emergency support as needed.<\/span>
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        Requirements<\/h3>\n
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        \n Basic Qualifications<\/b>
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        • Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ years of experience in lieu of a degree.
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        • 7 years of Help Desk\/Desktop support experience.
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        • 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
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        • 3 years of experience providing Tier 3 IT support services to customers.
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        • 3 years of experience using an IT Service Manager application for logging tickets and requests.
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        • Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
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        • Ability to learn and provide guidance to lower service tiers.
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        • Must have strong communication and customer service skills
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        • Good Interpersonal skills that demonstrate the ability to communicate with customers.
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        • Must be able to obtain and maintain a Public Trust. Contract requirement.
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          \n Required Skills<\/b>
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          • Extensive experience troubleshooting technical issues.
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          • Experience in providing a CCaaS Application support.
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          • Experience with using ServiceNow IT Service Management.
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          • Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
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          • Flexible and positive attitude with interest in learning new technical skills.
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          • Strong problem\-solving skills and the ability to work in a fast\-paced environment.
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          • Strong understanding of IVR terminology and services.
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          • High level of organization, reliability, and independence.
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          • Passion and understanding of technology.
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            \n Desired Skills<\/b>
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            • Strong written and verbal communication; ability to engage customers and respond effectively to questions.
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            • Self\-starter, highly motivated individual who adapts to a dynamic work environment.
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            • Strong attention to detail with an ability to operate effectively across multiple priorities.
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            • Prior Federal government experience.<\/span><\/span><\/span><\/li>\n <\/ul>\n
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        Apply