Product Support Engineer - Tier 3
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Job Description
Product Support Engineer delivering solutions for complex software issues at Raintree Systems. Collaborating with teams to enhance product quality and client experience in a remote setting.
Responsibilities:
- Deliver definitive fixes for complex technical challenges between Support and Engineering.
- Transform technical friction into growth by providing insights that drive software improvement.
- Protect the user experience through product mastery, ensuring escalations are handled well.
- Perform root-cause analysis on complex, high-impact issues.
- Manage escalations with urgency, balancing urgent and long-term projects.
- Collaborate with Developers and Product Managers to prioritize hotfixes.
- Translate complex resolutions into actionable documentation for Tier 1 and Tier 2 teams.
- Communicate complex technical failures clearly to client stakeholders.
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
Benefits:
- HIPAA-compliant environment
- Controlled and dedicated workspace
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