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
Company Overview
Raintree is the rehabilitation and physical therapy software of choice for enterprise and large therapy provider organizations, managing more than 50 million patient visits annually across 8,500+ therapy clinics nationwide. It was founded in 1983, and is headquartered in Chandler, Arizona, US, with a workforce of 201-500 employees. Its website is https://www.raintreeinc.com.