Deprecated formatting removed The Mission As a Tier 3 Technical Support Engineer, you are the final escalation point for complex technical issues with our healthcare SaaS platform. You sit at the intersection of Customer Success and Engineering, acting as a high-level problem solver who ensures our clinical and administrative users experience minimal downtime. You are a technical investigator whose primary goal is to conduct a deep-dive root cause analysis (RCA) to determine whether a reported issue is a configuration error, a data integrity anomaly, or a source code bug that requires code fix. Your mission is three-fold: • The Pursuit of Definitive Resolution: Be the "final word". When a problem is labeled "unsolvable" by frontline teams, apply forensic methodology to identify the root cause and provide a permanent fix, not a temporary workaround. • Transforming Friction into Product Growth: Prevent bugs by identifying patterns in escalations and providing high-fidelity feedback to Engineering and Product teams. Ensure developers work on validated, reproducible issues with the highest impact on product stability. • Safeguarding the Customer Trust: In Enterprise or Healthcare (EMR) environments, project technical authority and calm during high-stakes "System Down" scenarios to ensure clients feel their assets are in capable hands. The Role This isn’t a "follow the script" position. You will navigate high-stakes ambiguity, leverage 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 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: Achieve a high percentage of resolved escalations without requiring a code change, maximizing existing product capabilities. • Engineering Throughput Protection: Maintain near-zero bounce from Dev to Support by ensuring only high-fidelity, reproducible, and fully-vetted bug reports reach Engineering. • Critical Restoration Speed: Minimize MTTR for high-severity incidents, ensuring minimal downtime for enterprise healthcare partners. Knowledge Empowerment • Frontline Autonomy: Reduce Tier 3 escalations over time by upskilling Tier 1 and 2 teams through monthly technical deep dives. • Knowledge Velocity: Drive First-Contact Resolution by creating searchable, high-utility internal documentation and external workaround guides. • Support Readiness Score: Ensure new features are support-ready at launch via proactive Beta involvement and 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: Provide data-backed trends from escalations to help Product Managers prioritize fixes with high ROI for stability. • Beta Feedback Accuracy: Improve release quality by identifying edge-case failures during Beta. • Technical Advocacy: Act as SME to reflect customer voice in engineering sprint priorities. Strategic Organizational Impact Your role directly influences business health and client loyalty. • Enterprise Account Retention: Provide white-glove technical management during critical failures for high-stakes clients. • Proactive Risk Mitigation: Identify systemic risks before mass outages occur. • Client Experience Elevation: Drive high CSAT on escalations through expert communication and empathy. The Ideal Candidate You are a curious, relentless problem-solver who wants to understand why a failure happened and ensure it never happens again. • The Troubleshooter: Detective mindset and stamina to chase a bug through logs, databases, and APIs. • The Communicator: Translate code-speak into client-friendly language without losing nuance. • The Prioritizer: Juggle multiple high-priority cases with attention to clinical or operational needs. • The Learner: Desire to master the ecosystem and healthcare tech landscape. Key Responsibilities Deep-Dive Technical Forensics • Root Cause Analysis: Investigate escalations by inspecting logs, workflows, and code-level details to isolate systemic failures. • Production Data Integrity: Write and execute complex SQL queries to identify data discrepancies and perform safe production data corrections when required. Interoperability & Integration Mastery • Ecosystem Debugging: Diagnose HL7 and API failures to ensure real-time data sync with external EMR/EHR systems (Epic, Cerner, etc.). • Middleware Connectivity: Troubleshoot connections between healthcare systems to keep data flows uninterrupted. BI & Reporting Analytics • Data Pipeline Troubleshooting: Analyze failures in BI tools to determine data-sync latency, environment configuration, or query optimization needs. • Insight Accuracy: Validate outputs to ensure executive reports are reliable. Engineering Partnership & Bug Lifecycle • High-Fidelity Reporting: Provide developer-ready bug reports to Engineering, ensuring issues are verified and reproducible. • Strategic Triage: Determine the most efficient path to resolution and decide if a quick configuration fix suffices or a formal deploy is needed. Knowledge Leadership • Support Scalability: Create technical documentation and Knowledge Base content to improve First-Contact Resolution. • Mentorship: Guide the support organization to upskill the team. Position Proficiencies and Requirements • Education: B.S. in Computer Science, Health Informatics, or related field (or equivalent experience). • Experience: 4+ years in technical support or application engineering, healthcare SaaS preferred. • Compliance Knowledge: Familiarity with HIPAA and SOC2 regarding PHI. • Working knowledge of EMR/EHR software; therapy space experience a plus. • Flexibility: Ability to adapt work to team and client needs. Required Technical Skills • MySQL Proficiency: Expert in writing joins, subqueries; performance tuning and stored procedures a plus. • Healthcare Standards: HL7 and API knowledge; MLLP, VPN, and interface engines a plus. • Log Analysis: Ability to trace requests through logs. • Code Literacy: Ability to read and navigate code to identify logic flaws, even if not a full-time developer. The "Tier 3" Diagnostic Mindset You will be evaluated on categorizing issues into: Configuration, Data Issue, Code/Bug. This mindset shapes how you approach escalations and fixes. About Raintree Systems Raintree is a provider of electronic health records (EHR) and revenue cycle management (RCM) software for therapy and rehabilitation. Our platform supports enterprise and mid-sized organizations across physical therapy, occupational therapy, speech-language pathology, and ABA specialties. Our Core Values We put our Clients First, Open and Honest, Disciplined Yet Flexible, Solve Problems, Committed to Greatness, and High Performance. We are an equal opportunity employer and prohibit discrimination and harassment of any kind. Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.