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Tier 3 Support Analyst Jobs (NOW HIRING)

Pennant Services

Tier 3 Support Engineer

Nashville, TN · On-site

JOB SUMMARY The Tier 3 Support Engineer provides advanced technical expertise for complex incidents ... Perform root cause analysis for recurring issues and recommend long-term fixes. * Support critical ...

Aretum

Tier III Support Technician

Arlington, VA · On-site

Job Summary Aretum is seeking a Tier III Support Technician to provide advanced technical support and serve as an escalation point for complex end-user technology issues across Windows, macOS, iOS ...

Aretum

Tier III Support Technician

Arlington, VA · On-site +1

Job Summary Aretum is seeking a Tier III Support Technician to provide advanced technical support and serve as an escalation point for complex end-user technology issues across Windows, macOS, iOS ...

TecTammina

Tier 3 Support Engineer

Redmond, WA · On-site

Well Versed in Support process methodologies and escalation hierarchies Analyse live-site issues quickly and possess a thorough understanding of client/server architectures and high-availability ...

Nerdio

Escalation Engineer (Tier 3 Support)

$80K - $100K/yr

... support queue, the Escalation Engineer is who they land with. This is a Tier 3 role built for ... Perform deep technical analysis to identify root cause and implement long-term solutions

Caterpillar

Digital Tech Support Analyst

Chicago, IL · On-site

$99K - $133K/yr

This position requires a bachelor's degree or foreign equivalent in Computer Information Systems, Computer Science, or a related field plus 2 years of experience as a Tier 2 or Tier 3 Support Analyst ...

iClassPro, Inc

Tier 3 Technical Support

Longview, TX · On-site

Analyze data using SQL and internal tools to diagnose problems and support customer needs ... in a Tier 2 or Tier 3 technical support or similar role * Strong understanding of relational ...

iClassPro Inc

Tier 3 Technical Support

Longview, TX · On-site

Analyze data using SQL and internal tools to diagnose problems and support customer needs ... in a Tier 2 or Tier 3 technical support or similar role * Strong understanding of relational ...

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All JobsTier 3 Support Analyst Jobs

Tier 3 Support Analyst information

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$14

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$56

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

As of Aug 10, 2026, the average hourly pay for tier 3 support analyst in the United States is $31.38, according to ZipRecruiter salary data. Most workers in this role earn between $22.12 and $37.74 per hour, depending on experience, location, and employer.

What is a tier 3 support analyst?

Tier 3 Support Analysts are highly skilled IT professionals who handle the most complex and technical support issues that cannot be resolved by Tier 1 or Tier 2 support teams. They often work closely with developers and engineers to diagnose, troubleshoot, and resolve advanced software, hardware, or network problems. Tier 3 analysts may also be involved in creating solutions, patching software, and providing feedback for product improvement. Their expertise ensures that critical issues are addressed efficiently, minimizing downtime and maintaining system integrity.

What are the key skills and qualifications needed to thrive as a tier 3 support analyst?

To thrive as a Tier 3 Support Analyst, you need advanced troubleshooting skills, deep technical expertise in relevant systems, and typically a degree in computer science or related certifications such as CompTIA, Microsoft, or Cisco. Familiarity with ticketing systems, diagnostic tools, and remote support platforms is essential for efficient problem resolution. Exceptional analytical thinking, patience, and effective communication set top performers apart when resolving complex incidents and collaborating with cross-functional teams. These skills ensure rapid, accurate resolution of high-level technical issues, maintaining system uptime and customer satisfaction.

What does a tier 3 support analyst do?

Tier 3 Support Analysts are responsible for resolving the most complex technical issues that cannot be addressed by Tier 1 or Tier 2 support teams. They frequently deal with advanced troubleshooting, root cause analysis, and may work directly with product engineering or development teams to resolve software bugs or infrastructure problems. Tier 3 analysts often act as subject matter experts and provide guidance or documentation to lower-tier support teams. Collaboration, clear communication, and problem-solving skills are essential, as they may need to coordinate cross-functionally to deliver solutions efficiently.

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

AspectTier 3 Support AnalystTier 2 Support Analyst
ResponsibilitiesHandling complex technical issues, providing advanced troubleshooting, and collaborating with development teamsResolving escalated issues, providing solutions for common problems, and assisting Tier 1 support
Required SkillsAdvanced technical knowledge, troubleshooting skills, and customer serviceGood technical understanding, problem-solving, and communication skills
Work EnvironmentOften works in technical support teams, liaising with developers and engineersSupports end-users directly, often in call centers or help desks

The main difference between a Tier 3 Support Analyst and a Tier 2 Support Analyst lies in the complexity of issues handled and level of technical expertise required. Tier 3 analysts focus on resolving the most complex problems and collaborating with development teams, while Tier 2 analysts handle escalated issues and provide solutions for more common problems. Both roles require strong technical skills, but Tier 3 support typically demands deeper knowledge and experience.

More about Tier 3 Support Analyst jobs
What states have the most Tier 3 Support Analyst jobs? States with the most job openings for Tier 3 Support Analyst jobs include:
What job categories do people searching Tier 3 Support Analyst jobs look for? The top searched job categories for Tier 3 Support Analyst jobs are:
Tier 3 Support Analyst jobs near you
Infographic showing various Tier 3 Support Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $65,261 per year, or $31.4 per hour.

CCaaS Tier 3 Support Analyst/Platform Administrator

Omm IT Solutions

Ellicott City, MD

Contractor

Re-posted 9 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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      • 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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        • 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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          • 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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            • 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