MySQL)

Raintree Systems, Inc

8d•Remote

About The Position

As a Tier 3 Technical Support Engineer, you are the final escalation point for complex technical issues with our healthcare SaaS platform. You will 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 aren't just a "troubleshooter"—you are a technical investigator. Your 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: Your primary mission is to be the "final word." When a problem is labeled "unsolvable" by the frontline, you apply forensic methodology to find the root cause. This involves moving past symptoms (e.g., "the report is blank") to the underlying failure (e.g., "a race condition in the API is causing a null value in the SQL join"). Your goal is to provide a permanent fix, not a temporary workaround. Transforming Friction into Product Growth: Tier 3 doesn't just fix bugs; they prevent them. By identifying patterns in complex escalations, your mission is to provide high-fidelity feedback to the Engineering and Product teams. You act as a strategic filter, ensuring that developers spend their time on validated, reproducible issues that will have the highest impact on product stability. Safeguarding the Customer Trust: In the Enterprise or Healthcare (EMR) space, technical failures aren't just inconveniences—they are operational risks. Your mission is to project technical authority and calm during high-stakes "System Down" scenarios. By providing deep expertise and clear communication, you ensure the client feels that their most critical assets are in the hands of a master troubleshooter. This isn't a "follow the script" position. You will navigate high-stakes ambiguity, leveraging 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.

Requirements

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).
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.

Nice To Haves

Working knowledge of EMR/EHR medical software applications as well as experience in the Therapy space is a plus
Experience with performance tuning or stored procedures is a plus.
Understanding of MLLP, VPN tunnels, and interface engines is a plus.
Exceptional technical knowledge of software, hardware, networking, and operating systems is beneficial for understanding and addressing customers' technical inquiries. Experience with SaaS software solutions, MySQL and AWS a plus.
Intermediate developer level skills (For Tech Support Eng) to understand code and/or read/diagnose complex log and error files

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.
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.
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.
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.
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.
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.
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.
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.
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.