Tier 3 Application Support Engineer

Physician Life Care Planning launched Previdi™, an AI-powered case evaluation platform that helps plaintiff personal injury attorneys assess case value with speed, rigor, and physician-authored intelligence. We are hiring a Tier 3 Application 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.

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.
• Participate in regular standups with the offshore team to align on priorities, unblock active tickets, and review release readiness.
• Validate developer fixes in staging and production environments before closing tickets; perform regression checks on adjacent functionality.
• Maintain clear written handoffs—reproduction steps, environment details, expected vs. actual behavior, logs, and screenshots—so offshore engineers can move quickly without ambiguity.

Product & Support Team Collaboration

• Partner with Product Management to surface patterns in escalated issues, informing roadmap priorities, defect backlogs, and release readiness decisions.
• Equip the Tier 1/Tier 2 Support team with knowledge base articles, runbooks, and resolution playbooks based on issues you've worked, so more issues can be resolved without escalation.
• Provide technical input into release readiness reviews, UAT signoff, and the Release Readiness Board cadence.
• Contribute to root-cause analyses and post-mortems for high-severity incidents, providing the technical narrative that Support and Product use to communicate with affected customers.

Platform Operations & Quality

• Monitor New Relic dashboards and platform telemetry during U.S. business hours (6:00 AM – 7:00 PM CT) to proactively identify performance, reliability, and integration issues; coordinate after-hours coverage with the offshore development partner.
• Support the deployment of Pendo in-app guidance and Salesforce Service Cloud case routing in coordination with Product and Support leadership.
• Maintain a working knowledge of the Previdi data model, integrations (Salesforce, HubSpot, RingCentral/AT&T Office@Hand), and hosting environment (Azure/Rackspace, SOC 2 controls).
• Help uphold security and compliance posture, including awareness of HIPAA non-applicability boundaries, TMRPA obligations, and 42 C.F.R. Part 2 considerations relevant to plaintiff PI workflows.

Qualifications:

Required

• 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.

Preferred

• 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 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.

Physician Life Care Planning is an equal opportunity employer.