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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 3 Technical Support Specialist - **Company:** Community Investors, Inc. - **Location:** Denver, CO, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Microsoft Azure, Software as a Service, Software Debugging, Issue Tracking Systems, Queue Management Systems, Standard Sql, Salesforce.Com, SQL Databases, Macros, Bug Reporting, 3-tier Architectures, Automation Anywhere - **Published:** October 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f553f975182bcdb4 ## About the Role * 3+ years in SaaS technical support, with direct experience owning escalated Tier 2 or Tier 3 cases * Proven ability to manage a high-volume queue, prioritize competing urgent work, and keep every case current * Strong SQL for data lookups, analysis, and troubleshooting * Working knowledge of APIs and integration troubleshooting * Experience with Salesforce, Azure DevOps, or similar CRM and ticketing systems * Track record of using case data to identify trends and drive a root cause fix * Demonstrated use of AI tools to amplify your work and improve team processes, with examples you can walk us through * Exceptional written and verbal communication; a strong wordsmith who can explain complex problems and solutions to non-technical users Preferred * HOA or community association accounting experience, or working knowledge of accounting fundamentals (general ledger, AP and AR, bank reconciliation) * Experience with a community association accounting platform, payment processing, or banking integrations * Experience building automations, AI workflows, or case trend dashboards * Background training or mentoring support teams, including BPO partners ## Description Our support team is hard-working and customer-first. We walk in every day ready to take on a challenge, and we take pride in being the people customers count on when it matters most. We are also forward thinkers. Before we do something twice, we ask, "Can I automate it?" We use AI to amplify our work, sharpen our processes, and spend more of our time on the problems that need a human. You will join a team that holds itself to a high bar, owns its outcomes, and is building what modern community association support looks like., Diagnosis and Resolution * Own complex cases across FRONTSTEPS Manager, Caliber, payments, and integrations through confirmed resolution * On every case, establish reproduction steps, constants, variables, and systems involved before attempting a fix * Troubleshoot with SQL, API debugging, and accounting-level investigation (ledgers, bank reconciliation, AR and AP) * Write clear resolution summaries and proactive updates so customers understand the problem, the cause, and the fix * Document bugs with reproduction steps and impact in Azure DevOps and Salesforce Queue and Priority Leadership * Lead the team on queue management, setting the standard for prioritization and housekeeping at every tier * Prioritize by customer impact, financial risk, and urgency, not arrival order or the loudest request * Keep every case current and act on aging cases before they become escalations * Partner with the Customer Support Supervisor on triage rules and handoff criteria that reduce context switching Root Cause and Automation * Analyze case trends to separate symptoms from causes and quantify impact for Product and Engineering * Track root cause fixes through resolution and confirm case volume drops * Ask "Can I automate it?" first, and use AI daily to speed up research, documentation, and reporting * Build AI-assisted workflows and knowledge content that make the whole team faster Team Development * Mentor Tier 1, Tier 2, and BPO partner teams on diagnostic questioning and customer communication * Turn resolved cases into knowledge base articles, macros, and response library updates * Partner with Product, Engineering, and Customer Success on complex issues, releases, and at-risk accounts What Success Looks Like * Tier 3 escalations across FRONTSTEPS Manager and Caliber are owned and resolved within SLA, with a consistent diagnostic approach on every case: reproduction steps, constants, variables, and systems involved * The Tier 3 queue stays clean, with every case current and no case going quiet * Regular trend reporting on top case drivers and root causes, with resolved cases turned into knowledge base content and AI-driven automations * Queue and prioritization standards adopted by Tier 1 and Tier 2, reducing stale cases, panic escalations, and context switching * Measurable drops in repeat case volume, with Tier 1 and Tier 2 resolving issues that once required Tier 3, * Extreme ownership: Owns the outcome, not just the ticket. No hand-offs without context, no excuses, and no case left to drift. If something goes wrong, you are the first to name it and the first to fix it. * High accountability: Does what you say you will do, when you say you will do it. Holds yourself and the team to a high standard and measures success by the customer's result. * Sense of urgency: Treats an escalated case like the customer's business depends on it, because it often does. Moves first, updates often, and never lets a case go quiet. * Diagnostic discipline: Asks the right questions before reaching for a fix. Identifies the reproduction steps, constants, variables, and systems involved on every case, and retains what you learn so you level up fast. * Queue and priority leadership: Knows what to work on next and why. Keeps a clean queue, protects focus, and leads the team away from reactive escalations toward steady, prioritized work. * Complex problem-solving: Energized by the problem no one else has solved. Works independently, tests hypotheses, and finds the answer without waiting for direction. * Root cause thinking: Is not satisfied with closing a case. Asks why it happened, how many other customers it affects, and what would stop it from recurring. * Automation mindset: "Can I automate it?" is the first question, not the last. Uses AI and automation to amplify your impact and the team's. * Master communicator: A strong wordsmith who explains complex problems and solutions so clearly that customers understand exactly what happened and what was done. Coaches other reps to communicate the same way. * Systems thinking: Understands how our products, payments, banking, and integrations interact, and diagnoses issues that span all of them. * Customer-first, team-first: Brings energy and a ready-for-anything attitude every day. Shares knowledge generously and raises the floor for Tier 1 and Tier 2.