Technical Support Engineer – Tier 3, Healthcare, SaaS, EHR, MySQL
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Job Description
Tier 3 Technical Support Engineer at Raintree Systems providing expert technical support for healthcare SaaS platform. Conducting root cause analyses and mentoring lower-tier support staff.
Responsibilities:
- Conduct deep-dive root cause analysis for escalated technical issues
- Investigate high-level escalations by interrogating application logs, auditing system workflows, and performing code-level reviews
- Diagnose and resolve HL7 and API failures
- Translate sophisticated technical findings into actionable, developer-ready bug reports
- Author technical documentation and advanced Knowledge Base articles to empower Tier 1 and 2 teams
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
- Familiarity with HIPAA regulations and SOC2 security protocols regarding Patient Health Information (PHI)
- Must be able to flex your work to meet the needs of the team and our clients.
- Expert level in writing MySQL queries
- Strong working knowledge of HL7 and APIs
- Ability to parse through application logs to trace a request through the stack
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Technical documentation and knowledge transfer opportunities
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