Tier-3 Support Engineer
Posted on 11/2/2023

201-500 employees

Affordable, automated retirement plans for businesses and individuals
Company Overview
Guideline is a trusted retirement planning company, serving over 44,000 businesses and hundreds of thousands of savers, offering highly automated and low-cost retirement plans that are customizable for companies of all sizes and individuals. The company's use of technology simplifies the retirement planning process, making it more efficient and secure, while their customer support specialists provide assistance when needed. Guideline's commitment to minimizing costs is evident in their fee structure, which is up to 7x less than the industry average, and their policy of not charging fees for one-off transactions, ensuring more money stays in the client's retirement account.
Data & Analytics

Company Stage

Series E

Total Funding





Burlingame, California

Growth & Insights

6 month growth


1 year growth


2 year growth

United States
Experience Level
Desired Skills
IT & Security
Customer Success & Support
  • 5+ years of combined experience in commercial software technical support, development, or quality assurance roles
  • Bachelor's in Computer Science (or equivalent)
  • Demonstrated ability to efficiently diagnose and troubleshoot complex technical issues, identify root causes, and propose solutions
  • Ability to troubleshoot multiple issues simultaneously and reprioritize based on urgency and customer impact
  • Strong knowledge of networking technologies, API integration patterns, and white-box testing techniques
  • Excellent skills in log analysis and troubleshooting using DB queries
  • Ability to develop effective and efficient code (language agnostic)
  • In-depth knowledge of SQL
  • Customer focused professional, driven by an unwavering commitment to provide support
  • Passion for learning and continuous self-improvement
  • Serve as an escalation point for all software related technical issues (escalations) originating from the production environment
  • Investigate escalations using a variety of application performance management and development tools
  • Develop code-fixes and technical solutions (tooling and infrastructure) to resolve customer-facing issues
  • Develop solutions/tooling for Support Engineering team use and subsequently refine into self-service tools for Guideline's internal teams
  • Partner with a variety of cross-functional stakeholders, ranging from customer-facing teams to product & engineering
  • Clearly and effectively communicate escalation root cause and resolution status with internal stakeholders