Raintree Systems · 8 hours ago
Product Support Engineer - Tier 3 *Internal Candidates Only*
United States
Full-time
Remote
Senior Level
5+ years expRaintree Systems is a provider of electronic health records and revenue cycle management software for the therapy and rehabilitation industry. They are seeking a Product Support Engineer to resolve complex technical challenges and ensure a seamless user experience by collaborating with engineering and support teams.
Computer Software
Responsibilities
Deep-Dive Forensics: Perform root-cause analysis on Raintree’s most complex, intermittent, and high-impact issues
Case Orchestration: Manage a portfolio of escalations with extreme responsiveness, balancing urgent "system down" scenarios with long-term technical projects
Cross-Functional Synergy: Collaborate directly with Developers and Product Managers to prioritize hotfixes and influence the product roadmap
Knowledge Multiplication: Translate complex resolutions into actionable documentation to empower Tier 1 and Tier 2 teams
High-Stakes Communication: Distill complex technical failures into clear, empathetic, and professional updates for executive-level client stakeholders
Root Cause Mastery: Investigate escalated Tier 2 tickets by interrogating application logs, executing complex database queries, and auditing system workflows to isolate the "why" behind every failure
Environment Replication: Construct sandbox environments to reproduce edge cases and ensure a clear path to resolution for undocumented issues
High-Fidelity Bug Reporting: Serve as the final filter for the Development team. You ensure only verified, reproducible, and meticulously documented bugs reach Engineering
Strategic Triaging: Determine the most efficient path to resolution—deciding whether a sophisticated configuration "quick fix" is sufficient or if a formal code deployment is required
Trend Analysis: Aggregate data from complex tickets to help Product Managers prioritize high-impact fixes in upcoming sprints
Scalable Learning: Adhere to the "fix once, teach forever" philosophy. If an issue recurs, you document the resolution in a high-level Knowledge Base article
Team Upskilling: Act as a mentor for Tier 1 and 2 staff, hosting technical "Deep Dives" to improve the frontline's diagnostic capabilities and reduce overall escalation volume
Beta & Solution Readiness: Partner with Product and Development during early-stage cycles. You participate in Beta testing and develop the educational blueprints needed to support new features and modules upon release
The Voice of the Customer: Translate "client pain" into "technical requirements," ensuring the engineering roadmap is informed by real-world usage and friction
Critical Escalation Management: Lead the charge on high-stakes escalations with a focus on rapid restoration, proactive risk mitigation, and unwavering client advocacy
Operational Excellence: Drive long-term account retention and CSAT by navigating technical crises into seamless experiences, ensuring Raintree remains a trusted partner
Qualification
Required
Bachelor's degree or relevant experience
At least 5 years of software application support experience in a SaaS environment
At least 4 years of Raintree Software Support Experience is ideal
Expert technical aptitude
Proven track record of expert client support, troubleshooting, and problem-solving in a complex, technical environment
Must be able to flex your work to meet the needs of the team and our clients
This position will require a HIPAA-compliant environment. A controlled and dedicated workspace will be necessary to be successful
Preferred
Previous SaaS or Healthcare IT company experience preferred
Working knowledge of EMR/EHR medical software applications is a plus
Company
Raintree Systems
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.
201-500 employees
H1B Sponsorship
Raintree Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (3)
2020 (3)
Funding
Current Stage
Growth StageLeadership Team
Nick Hedges
Chief Executive Officer
Richard Welty
CEO
Recent News
2025-09-25
Company data provided by crunchbase