Product Support Engineer - Tier 3
Raintree Systems
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
About the role
- 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
- 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root-cause analysistroubleshootingproblem-solvingsoftware application supportSaaSRaintree SoftwareEMREHRtechnical aptitudedocumentation
Soft Skills
communicationcollaborationclient supporturgency managementprioritizationflexibilityproduct masteryinsight generationtechnical friction resolutionescalation management
Certifications
Bachelor's degree