Raintree Systems · 12 hours ago
Technical Support Engineer - Tier 3 (Healthcare/SaaS/EHR/MySQL)
United States
Full-time
Remote
Mid, Senior Level
4+ years expRaintree 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 act as the final escalation point for complex technical issues, ensuring minimal downtime for users and providing deep-dive root cause analysis for reported problems.
Computer Software
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
Qualification
Required
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 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
Preferred
Experience with performance tuning or stored procedures is a plus
Understanding of MLLP, VPN tunnels, and interface engines is a plus
Experience with SaaS software solutions, MySQL and AWS 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