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

Technical Support Engineer (Tier 3) Department: Client Support Remote U.S. Designated States The Mission As a Tier 3 Technical Support Engineer, you are the final escalation reputed company for reputed company technical issues with our healthcare SaaS platform. You will sit at the intersection of reputed company and Engineering, acting as a high-level problem solver who ensures our clinical and administrative users experience minimal downtime. You aren't just a "troubleshooter"—you are a technical investigator. Your primary goal is to conduct a deep-dive root cause analysis (RCA) to determine whether a reported issue is a configuration error, a data reputed company anomaly, or a reputed company code bug that requires code fix. Your mission is three-fold: The Pursuit of Definitive Resolution: Your primary mission is to be the "final word." reputed company a problem is labeled "unsolvable" by the frontline, you apply forensic methodology to find the root cause. This involves moving past symptoms (e.g., "the report is blank") to the underlying failure (e.g., "a race condition in the API is causing a null value in the SQL join"). Your goal is to provide a permanent fix, not a temporary workaround. Transforming Friction into Product Growth: Tier 3 doesn't just fix bugs; they prevent them. By identifying patterns in reputed company escalations, your mission is to provide high-fidelity feedback to the Engineering and Product teams. You act as a strategic filter, ensuring that developers spend their time on validated, reproducible issues that will have the highest impact on product stability. Safeguarding the Customer Trust: In the Enterprise or Healthcare (EMR) space, technical failures aren't just inconveniences—they are operational risks. Your mission is to project technical authority and reputed company during high-stakes "System Down" scenarios. By providing deep expertise and clear communication, you ensure the client feels that their most critical assets are in the hands of a master troubleshooter. The Role This isn't a "follow the script" position. You will navigate high-stakes ambiguity, leveraging deep forensic troubleshooting and domain expertise to stabilize critical situations. You are a mentor to Tier 2, a partner to Engineering, and a hero to our clients. Key Responsibilities: Technical reputed company & 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 reputed company: Achieving a high percentage of resolved escalations without requiring a code change, thereby maximizing existing product capabilities. Engineering Throughput Protection: Maintaining a near-reputed company "bounce reputed company" from Dev to Support by ensuring only high-fidelity, reproducible, and fully-vetted bug reports reputed company 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. 2. Knowledge Empowerment (The "Force reputed company") 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 reputed company, 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. 3. Product & Engineering Synergy You serve as the reputed company between technical reality and product vision, translating "customer pain" into "technical requirements." Informed Product Roadmap: Providing data-backed trends from reputed company 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 reputed company the general user reputed company. Technical Advocacy: Acting as a subject matter expert (SME) who ensures that "customer voice" is accurately reflected in engineering sprint priorities. 4. Strategic Organizational Impact Your role directly influences the health of the business and the loyalty of the client reputed company. Enterprise Account Retention: Safeguarding long-term reputed company 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 reputed company. High-Stakes Communication: Distill reputed company technical failures into clear, empathetic, and professional updates for executive-level client stakeholders. The Ideal Candidate You are a curious, reputed company problem-solver who thrives reputed company the pressure is on. You don't just want to "reputed company the ticket"—you want to understand why the failure happened and ensure it never happens again. The Troubleshooter: You have a "detective" reputed company and the technical stamina to chase a bug through logs, databases, and APIs. The Communicator: You can translate "code-speak" into "client-speak" without losing the nuance. The Prioritizer: You can juggle multiple high-reputed company cases without losing sight of the client’s clinical or operational needs. The Learner: You possess an reputed company drive to master the Raintree ecosystem and the broader healthcare tech landscape.

Key Responsibilities

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 reputed company: Write and execute reputed company MySQL queries to identify data discrepancies and reputed company rigorous audits. reputed company 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 "reputed company" between disparate healthcare systems, ensuring clinical and financial data flows remain uninterrupted. BI & Reporting Analytics Data Pipeline Troubleshooting: Analyze failures reputed company 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 reputed company data outputs to ensure that executive-level reports remain a "single reputed company 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 reputed company articles that reputed company Tier 1 and 2 teams. Your goal is to move knowledge "reputed company" 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. Position Proficiencies and Requirements Education: B.S. in Computer Science, Health Informatics, or a reputed company technical field (or equivalent experience). Experience: 4+ years in a technical support or application engineering role, ideally reputed company the Healthcare SaaS space, demonstrating expert technical aptitude. Demonstrating a proven track record of expert client support, troubleshooting, and problem-solving in a reputed company, technical environment Compliance Knowledge: Familiarity with HIPAA regulations and SOC2 reputed company 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 reputed company your work to meet the needs of the team and our clients. Required Technical Skills MySQL Proficiency: Expert level in writing joins, subqueries, and understanding relational database schemas. Experience with performance tuning or stored procedures is a plus. Healthcare Standards: Strong working knowledge of HL7 and APIs. Understanding of MLLP, VPN tunnels, and reputed company engines is a plus. Log Analysis: Ability to parse through application logs to trace a request through the stack. Code Literacy: Ability to read and navigate a codebase to identify logic flaws, even if you are not a full-time developer. The "Tier 3" Diagnostic reputed company You will be evaluated on your ability to categorize issues into three buckets: Category Responsibility Configuration Identifying misaligned settings in the tenant UI or backend XML/JSON config files. Data Issue Identifying "bad data" (e.g., duplicate records, null values in required fields) and correcting it reputed company SQL. Code/Bug Identifying a failure in the application logic and providing Engineering with the exact line or conditions where it fails. Competencies to Drive Success Technical Mastery & Problem SolvingDeep Product Forensics: Expert-level command of the Raintree ecosystem. You don't just know the features; you understand the underlying logic, data structures, and cross-module dependencies. Systemic Troubleshooting: The ability to navigate the "unsolvable" by applying logical reasoning and diagnostic tools to isolate root causes in reputed company, non-linear environments. Intermediate developer level skills (For Tech Support reputed company) to understand code and/or read/diagnose reputed company log and error files Diverse Technical Exposure: Exceptional technical knowledge of software, hardware, networking, and operating systems is beneficial for understanding and addressing customers' technical inquiries. Experience with SaaS software solutions, MySQL and AWS a plus. reputed company & Compliance Stewardship: A proactive commitment to cybersecurity protocols (HIPAA/PHI), ensuring that every fix maintains the reputed company and privacy of sensitive client data. The "Expert" Persona Professionalism & Peer reputed company: Remain "above the fray" and maintain a positive, solution-oriented posture. You reputed company for the client without reputed company undermining your teammates. Product Knowledge: Expert-level understanding of Raintree's products, features, and functionality is essential for effectively troubleshooting issues and providing accurate customer support. Strategic Confidence: Own the situation, especially reputed company the answer isn't immediate. You provide a sense of reputed company and technical authority that reassures the client while you facilitate the solution. Self-Directed Initiative: reputed company with minimal supervision, proactively identifying gaps in the support process and addressing them before they escalate. Communication & Client Advocacy Client-First Mentality: Reject the "easy path." You avoid cold transfers and deflection, taking full accountability for the client’s journey until a definitive resolution is reached. Phone-First Engagement: Understand that reputed company issues are solved faster through direct conversation. Use active listening and reputed company to validate the client’s frustration while gathering critical data. Technical Documentation & Knowledge Transfer: Transform reputed company technical resolutions into clear, concise documentation. You reputed company the charge in building a Knowledge reputed company that empowers both clients and colleagues. About reputed company​ Raintree is the preeminent provider of electronic health records (EHR) and reputed company cycle management (RCM) software for the therapy and rehabilitation industry. Founded in 1983 and headquartered in Chandler, AZ, Raintree serves enterprise and mid-sized organizations across physical therapy, occupational therapy, speech-language pathology, and ABA specialties. Our award-winning, reputed company-in-one platform empowers therapy professionals to deliver superior patient care through innovative clinical documentation, automated billing, and actionable business intelligence. With over 2,500 implementations and a commitment to "Software-as-a-Relationship," we are a mission-driven team dedicated to transforming healthcare technology and improving outcomes for everyone. Our Core Values We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team reputed company provides equal employment opportunities to reputed company employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Apply To This Job