Helloheart

Overview

Hello Heart is looking for a Tier 3 Support Engineer to join our dynamic team. In this role, you will be responsible for investigating and resolving complex technical issues, backend services, and serving as a trusted technical partner for our internal teams.

About Helloheart

Hello Heart is on a mission to make heart attacks a thing of the past. We're an AI company focused exclusively on heart health, building a platform that predicts and prevents cardiac events before they happen.

Requirements & Eligibility

• Must be located in CST or EST time zone
• 3+ years of experience handling Tier 3 technical support requests in high growth environment
• Ability to read, understand, and troubleshoot code (Python, SQL, Scala, etc)
• Ability to troubleshoot and configure JSON/YAML files
• Proven hands-on experience working with AWS ecosystem (S3, SQS, Athena)
• Proven hands-on experience working with MongoDB and SQL-based database management system
• Working knowledge of Kubernetes fundamentals (pods, deployments, services)
• Excellent written/verbal communication and documentation skills

Key Responsibilities

• Triage, investigate, and resolve production-related issues across backend services, data workflows, and technical support systems
• Support bug fixes and technical investigations through scripting, database queries, and backend data analysis
• Troubleshoot application logs (AWS/Kibana) to identify root causes, patterns, and paths to resolution
• Configure and troubleshoot JSON/YAML files to support issue resolution and system updates
• Retrieve, analyze, and validate user data using SQL and MongoDB to support investigations, reporting, and internal requests
• Partner with Engineering, Client Operations, User Support, and other internal teams to escalate issues, improve workflows, and reduce recurring support friction