Product Support Engineer (Tier 3) - INTERNAL CANDIDATES ONLY

 

Department: Client Support

Remote U.S.  Internal Candidates
 

The Mission

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.

The Role

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.

The Ideal Candidate

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.

About Raintree Systems​

Raintree is the preeminent provider of electronic health records (EHR) and revenue cycle management (RCM) software for the therapy and rehabilitation industry. Founded in 1983 and headquartered in Chandler, AZ, Raintree serves enterprise and mid-sized organizations across physical therapy, occupational therapy, speech-language pathology, and ABA specialties. Our award-winning, all-in-one platform empowers therapy professionals to deliver superior patient care through innovative clinical documentation, automated billing, and actionable business intelligence. With over 2,500 implementations and a commitment to "Software-as-a-Relationship," we are a mission-driven team dedicated to transforming healthcare technology and improving outcomes for everyone.

Our Core Values

We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible

We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team

Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.