[Remote] Technical Support Engineer - Tier 3 (Healthcare/SaaS/EHR/MySQL)

Note: The job is a remote job and is open to candidates in USA. Raintree Systems is a leading provider of electronic health records and revenue cycle management software for the therapy and rehabilitation industry. They are seeking a Tier 3 Technical Support Engineer to serve as the final escalation point for complex technical issues, ensuring minimal downtime for users and providing deep-dive root cause analysis for reported problems.

Responsibilities

• Technical Integrity & Escalation Excellence: Tier 3 is the final stop before engineering. Your success is defined by 'stopping the bleeding' and protecting the development cycle
• Definitive Resolution Rate: Achieving a high percentage of resolved escalations without requiring a code change, thereby maximizing existing product capabilities
• Engineering Throughput Protection: Maintaining a near-zero 'bounce rate' from Dev to Support by ensuring only high-fidelity, reproducible, and fully-vetted bug reports reach the Engineering team
• Critical Restoration Speed: Minimizing the Mean Time to Resolution (MTTR) for High-Severity (Sev-1) incidents, ensuring minimal operational downtime for enterprise healthcare partners
• Knowledge Empowerment (The 'Force Multiplier') A Tier 3 expert doesn't just solve problems; they build the collective intelligence of the organization
• Frontline Autonomy: Measurably reducing the volume of Tier 3 escalations over time by upskilling Tier 1 and 2 teams through monthly 'Technical Deep Dives.'
• Knowledge Velocity: Driving 'First-Contact Resolution' (FCR) by converting complex, one-off fixes into searchable, high-utility internal documentation and external workaround guides
• Support Readiness Score: Ensuring 100% of new features and modules are 'support-ready' at launch through proactive Beta involvement and the creation of early-access educational materials
• Product & Engineering Synergy
• You serve as the bridge between technical reality and product vision, translating 'customer pain' into 'technical requirements.'
• Informed Product Roadmap: Providing data-backed trends from complex escalations to help Product Managers prioritize fixes that yield the highest ROI for system stability
• Beta Feedback Accuracy: Improving the quality of new releases by identifying edge-case failures during the Beta phase, long before they reach the general user base
• Technical Advocacy: Acting as a subject matter expert (SME) who ensures that 'customer voice' is accurately reflected in engineering sprint priorities
• Strategic Organizational Impact
• Your role directly influences the health of the business and the loyalty of the client base
• Enterprise Account Retention: Safeguarding long-term revenue by providing 'white-glove' technical management for high-stakes enterprise clients during critical failures
• Proactive Risk Mitigation: Identifying and neutralizing systemic risks (e.g., data sync failures or API bottlenecks) before they trigger a mass-outage event
• Client Experience Elevation: Consistently driving high CSAT (Customer Satisfaction) scores on escalations through expert communication, technical authority, and strategic empathy
• High-Stakes Communication: Distill complex technical failures into clear, empathetic, and professional updates for executive-level client stakeholders
• Deep-Dive Technical Forensics
• Root Cause Analysis: Investigate high-level escalations by interrogating application logs, auditing system workflows, and performing code-level reviews to isolate systemic failures
• Production Data Integrity: Write and execute complex MySQL queries to identify data discrepancies and perform rigorous audits. When required, execute surgical data corrections in production environments following strict safety and compliance protocols
• Interoperability & Integration Mastery
• Ecosystem Debugging: Diagnose and resolve HL7 and API failures to ensure seamless, real-time data synchronization between the Raintree platform and external EMR/EHR systems (e.g., Epic, Cerner)
• Middleware Connectivity: Troubleshoot the 'handshake' between disparate healthcare systems, ensuring clinical and financial data flows remain uninterrupted
• BI & Reporting Analytics
• Data Pipeline Troubleshooting: Analyze failures within standard reporting and Business Intelligence (BI) tools. You will identify whether an issue stems from data-sync latency, environmental configuration, or opportunities for query optimization
• Insight Accuracy: Validate complex data outputs to ensure that executive-level reports remain a 'single source of truth' for client operations
• Engineering Partnership & Bug Lifecycle
• High-Fidelity Reporting: Translate sophisticated technical findings into actionable, developer-ready bug reports. You serve as the final filter, ensuring Engineering receives only verified, reproducible issues
• Strategic Triage: Autonomously determine the most efficient path to resolution—deciding if a configuration 'quick fix' is sufficient or if the complexity warrants a formal code deployment
• Knowledge Leadership
• Support Scalability: Author technical documentation and advanced Knowledge Base articles that empower Tier 1 and 2 teams. Your goal is to move knowledge 'downstream' to significantly improve First-Contact Resolution (FCR) rates across the department
• Mentorship: Act as the technical authority for the support organization, providing the guidance necessary to upskill the entire team

Skills

• B.S. in Computer Science, Health Informatics, or a related technical field (or equivalent experience)
• 4+ years in a technical support or application engineering role, ideally within the Healthcare SaaS space, demonstrating expert technical aptitude
• Demonstrating a proven track record of expert client support, troubleshooting, and problem-solving in a complex, technical environment
• Familiarity with HIPAA regulations and SOC2 security protocols regarding Patient Health Information (PHI)
• Working knowledge of EMR/EHR medical software applications as well as experience in the Therapy space is a plus
• Must be able to flex your work to meet the needs of the team and our clients
• Expert level in writing MySQL joins, subqueries, and understanding relational database schemas
• Strong working knowledge of HL7 and APIs
• Ability to parse through application logs to trace a request through the stack
• Ability to read and navigate a codebase to identify logic flaws, even if you are not a full-time developer
• Deep Product Forensics: Expert-level command of the Raintree ecosystem
• Systemic Troubleshooting: The ability to navigate the 'unsolvable' by applying logical reasoning and diagnostic tools to isolate root causes in complex, non-linear environments
• Intermediate developer level skills (For Tech Support Eng) to understand code and/or read/diagnose complex log and error files
• Exceptional technical knowledge of software, hardware, networking, and operating systems
• A proactive commitment to cybersecurity protocols (HIPAA/PHI), ensuring that every fix maintains the integrity and privacy of sensitive client data
• Professionalism & Peer Integrity: Remain 'above the fray' and maintain a positive, solution-oriented posture
• Expert-level understanding of Raintree's products, features, and functionality
• Own the situation, especially when the answer isn't immediate
• Thrive with minimal supervision, proactively identifying gaps in the support process and addressing them before they escalate
• Reject the 'easy path.' You avoid cold transfers and deflection, taking full accountability for the client's journey until a definitive resolution is reached
• Understand that complex issues are solved faster through direct conversation
• Experience with performance tuning or stored procedures in MySQL
• Understanding of MLLP, VPN tunnels, and interface engines
• Experience with SaaS software solutions, MySQL and AWS

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