Technical Support Engineer - Tier 3; Healthcare​/SaaS​/EHR​/MySQL

Technical Support Engineer (Tier
3)

Department: Client Support |
Location: Remote U.S. Designated States

As a Tier 3 Technical Support Engineer, you are the final escalation point for complex technical issues on our healthcare SaaS platform. You bridge Customer Success and Engineering, conducting deep‑root cause analysis (RCA) to identify configuration errors, data integrity anomalies, or code bugs that require fixes.

You navigate high‑stakes ambiguity, mentor Tier 2, partner with Engineering, and protect critical system uptime.

• Escalation Excellence: Resolve escalations without code changes, protecting the product development cycle.
• Resolution Rate: Maintain a high percentage of resolved cases without engineering intervention.
• Bug Throughput Protection: Ensure only reproducible, verified bug reports reach Engineers, keeping a near‑zero bounce rate.
• MTTR for Sev‑1: Minimize Mean Time to Resolution for high‑severity incidents, delivering minimal downtime to enterprise partners.

• Frontline Autonomy: Upskill Tier 1 and 2 through monthly deep dives, reducing Tier 3 escalations.
• Knowledge Velocity: Convert fixes into searchable documentation, driving First‑Contact Resolution.
• Support Readiness Score: Achieve 100% of new features being support‑ready at launch.

• Data‑backed
  
  Roadmap:
  
  Provide escalation trends to prioritize stability fixes.
• Beta Feedback Accuracy: Identify edge‑case failures early, improving release quality.
• Technical Advocacy: Ensure customer voice informs engineering sprints.

• Enterprise Retention: Provide white‑glove technical management to high‑stakes clients.
• Risk Mitigation: Neutralize systemic risks before mass outages.
• CSAT Elevation: Drive high CSAT scores through clear communication and authority.

• The Troubleshooter: Detective mindset to chase bugs through logs, databases, and APIs.
• The Communicator: Translate code into client‑speak with nuance.
• The Prioritizer: Manage multiple high‑priority cases without losing client focus.
• The Learner: Drive mastery of the Raintree ecosystem and broader healthcare tech.

• Education: BS in Computer Science, Health Informatics, or equivalent.
• Experience: 4+ years in technical support or application engineering, preferably in Healthcare SaaS.
• Compliance: Familiarity with HIPAA and SOC2 protecting PHI.
• EMR/EHR Knowledge: Experience with therapy‑specific EMR/EHR software is a plus.
• Flexibility: Ability to adapt work to meet team and client needs.

• MySQL: Advanced queries, stored procedures, performance tuning.
• Healthcare Standards: HL7, MLLP, API integration, and security tunnels.
• Log Analysis: Trace requests through application stack.
• Code Literacy: Read and analyze code to find logic flaws.

• Configuration: Identify misaligned UI or backend settings.
• Data Issue: Detect bad data and correct via SQL.
• Code/Bug: Pinpoint application logic failures and report precisely to Engineers.

Raintree is the leading EHR and RCM software for the therapy and rehabilitation industry. Founded in 1983, headquartered in Chandler, AZ, we serve enterprise and mid‑size organizations across physical therapy, occupational therapy, speech‑language pathology, and ABA specialties.

Our core values:
Clients First, Open and Honest, Disciplined Yet Flexible, Solve Problems, Commitment to Greatness, High Performance Team.

Raintree provides equal employment opportunities to all employees and applicants and prohibits discrimination or harassment of any type.