Tier 3 Application Support Engineer
- Compensation
- $90K–$100K / yr
- Location
- San Antonio, TX, USA
- Work setup
- Not specified
- Seniority
- C level
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Support
- Posted
Skills
Must have
- • 5+ years in a technical support, application support, or production support engineering role for a SaaS product.
- • Demonstrated experience as a Tier 3 / senior escalation engineer working with offshore or distributed development teams.
- • Strong skills in reading application logs, querying relational databases (SQL), inspecting API requests/responses, and using browser developer tools to diagnose web application issues.
- • Working familiarity with at least one issue tracking system (Jira, Azure DevOps, Linear, or similar) and one CRM/support platform (Salesforce Service Cloud strongly preferred).
- • Excellent written communication—able to translate ambiguous issue reports into precise, reproducible engineering tickets, and to document findings clearly for Support and Product partners.
Nice to have
- • Experience supporting AI-powered or data-intensive SaaS products.
- • Background in legal technology, healthcare data, or another regulated B2B SaaS domain.
- • Familiarity with monitoring and observability tooling (New Relic, Datadog, or equivalent).
- • Exposure to Pendo, HubSpot, or product analytics platforms.
- • Comfort participating in SOC 2 evidence collection and security review activities.
- What Success Looks Like
- • Escalated issues are resolved with measurably high velocity, enabling Tier 1/Tier 2 Support to deliver fast, accurate updates to Mini Beta, Full Beta, and post-GA customers.
- • Offshore development cycles shorten because tickets arrive with reproduction steps, root-cause hypotheses, and clear acceptance criteria.
- • Recurring issues are eliminated at the source through knowledge base contributions, runbooks, and product feedback loops with the PM team.
- • The Tier 1/Tier 2 Support team grows in technical capability under your mentorship, deflecting more issues before they reach Tier 3.
- • Release Readiness Board meetings benefit from your direct, evidence-based perspective on platform stability and defect trends.
- Why Previdi
- Previdi is a physician-authored, AI-powered evaluation platform built by Physician Life Care Planning, with deep heritage in life care planning and clinical evidence. We are a small, focused team back
Full description
Physician Life Care Planning is launching Previdi™, an AI-powered case evaluation platform that helps plaintiff personal injury attorneys assess case value with speed, rigor, and physician-authored intelligence. As Previdi moves from Mini Beta into broader release, we are hiring a Tier 3 Technical Support Engineer to serve as the senior technical owner for issues that escalate beyond frontline support.
This role sits at the intersection of internal support, product management, and engineering. You will be the bridge between our offshore development partner and our internal Product and Support teams—triaging complex production issues, reproducing defects, and validating fixes. The position is internal-facing; Tier 1/Tier 2 Support and the Product team handle direct customer communication.
Monitoring and escalation coverage operate during U.S. business hours (8:00 AM – 5:00 PM Central), but you will be required to work after-hours as required. Our offshore development partner provides a majority after-hours coverage, with a structured handoff at the start and end of each U.S. day, but until Previdi scales, your after-hours attention will be required.
Reporting & Working Relationships
- Reports to: Chief Technology Officer.
- Partners closely with: Product Manager (case evaluation platform), Tier 1/Tier 2 Support, and the offshore development partner's engineering leads.
- Works alongside: Internal subject-matter experts (clinical, life care planning) as needed for issue diagnosis and validation.
Key Responsibilities
Escalation & Issue Resolution
- Serve as the senior technical escalation point for production issues that cannot be resolved by Tier 1 or Tier 2 support.
- Reproduce, diagnose, and document complex defects spanning the Previdi AI Dashboard widgets (Injury & Diagnoses, Case Timeline, Care Summary, Quick Insights, Future Recommendations, Key Considerations, Range Finder) and the damages valuation services workflow.
- Triage incoming bug reports, classify severity and priority, and route work appropriately to the offshore development team or back to Product for clarification.
- Own the resolution lifecycle for escalated tickets—from intake through verified fix and post-incident documentation—coordinating with Tier 1/Tier 2 Support, who handle customer communication.
Offshore Development Partnership
- Act as the day-to-day technical liaison to the offshore development partner, ensuring tickets are well-specified, reproducible, and prioritized correctly.
- Operate a structured daily handoff with the offshore team—receiving overnight work product at the start of the U.S. day and handing off open items at the end of the U.S. day so coverage is continuous across time zones.