Product Support Engineer - Tier 3 *Internal Candidates Only*

Product Support Engineer (Tier 3) - INTERNAL CANDIDATES ONLY
 

Department: Client Support

Remote U.S.  Internal Candidates
 

The Product Support Engineer is Raintree’s final line of defense. Where others see an "unsolvable" problem, you see a puzzle. You are the bridge between the customer’s reality and the Engineering team’s code, ensuring that every complex friction point results in a definitive solution and a better product.

Your mission is three-fold:

1. Expert Resolution: Deliver definitive fixes for the most complex technical challenges, acting as the critical link between Support and Engineering.
2. Product Evolution: Transform technical friction into growth by delivering high-fidelity insights that drive continuous software improvement.
3. Customer Safeguard: Protect the user experience through deep product mastery, ensuring that even the highest-stakes escalations are handled with precision and calm.

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.

Key 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.

You are a curious, relentless problem-solver who thrives when the pressure is on. You don't just want to "close the ticket"—you want to understand why the failure happened and ensure it never happens again.

• The Troubleshooter: You have a "detective" mindset and the technical stamina to chase a bug through logs, databases, and APIs.
• The Communicator: You can translate "code-speak" into "client-speak" without losing the nuance.
• The Prioritizer: You can juggle multiple high-priority cases without losing sight of the client’s clinical or operational needs.
• The Learner: You possess an innate drive to master the Raintree ecosystem and the broader healthcare tech landscape.

Key Responsibilities

• Deep-Dive Technical Forensics
  • 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.
• Engineering & DevOps Synergy
  • 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.
• Knowledge Leadership & Mentorship
  • 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.
• Product Readiness & Advocacy
  • 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.
• Strategic Support Success
  • 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. 

Position Proficiencies and Requirements

• 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
• Previous SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications is a plus
• 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."

Competencies to Drive Success

• Technical Mastery & Problem Solving
  • Deep Product Forensics: Expert-level command of the Raintree ecosystem. You don't just know the features; you understand the underlying logic, data structures, and cross-module dependencies.
  • Systemic Troubleshooting: The ability to navigate the "unsolvable" by applying logical reasoning and diagnostic tools to isolate root causes in complex, non-linear environments.
  • Security & Compliance Stewardship: A proactive commitment to cybersecurity protocols (HIPAA/PHI), ensuring that every fix maintains the integrity and privacy of sensitive client data.
• The "Expert" Persona
  • Professionalism & Peer Integrity: You remain "above the fray," maintaining a positive, solution-oriented posture. You advocate for the client without ever undermining your teammates.
  • Strategic Confidence: You own the situation, especially when the answer isn't immediate. You provide a sense of calm and technical authority that reassures the client while you facilitate the solution.
  • Self-Directed Initiative: You thrive with minimal supervision, proactively identifying gaps in the support process and addressing them before they escalate.
• Communication & Client Advocacy
  • Client-First Mentality: You reject the "easy path." You avoid cold transfers and deflection, taking full accountability for the client’s journey until a definitive resolution is reached.
  • Phone-First Engagement: You understand that complex issues are solved faster through direct conversation. You use active listening and empathy to validate the client’s frustration while gathering critical data.
  • Technical Documentation & Knowledge Transfer: You transform complex technical resolutions into clear, concise documentation. You lead the charge in building a Knowledge Base that empowers both clients and colleagues.