Senior Product Support Engineer - Tier 3
Remote U.S. (designated states)
This position may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX, VA.
The Senior Product Support Engineer - Tier 3 will focus on supporting the success of the team through responsiveness, troubleshooting, problem solving, case management and client service/communication. This person will work closely with clients, Tier 2 representatives and cross-functionally to efficiently identify and solve the most complex issues. The ideal candidate must have outstanding troubleshooting/problem solving skills, has a curiosity to learn and can juggle multiple priorities while putting the client’s needs first. Beyond great service, your job is to be a top notch Raintree troubleshooter/problem solver for some of Raintrees most complex cases.
Duties and Responsibilities
- Maintain an expert understanding of the Industry & Company: Understand how the Raintree product meets the unique needs of the Therapy industry, points of competitive differentiation
- Maintain an expert level knowledge of the Raintree product: Expand the knowledge to support the most complex questions and issues
- Influence product direction and defect prioritization: Leverage your expertise and support data to influence product roadmaps
- Work cross functionally to identify tools and process to help make support more efficient and self-sufficient
- Create business cases to support the development of tools and/or product changes to drive the independence and scalability of the department
- Delivering Outstanding Service: Consistently deliver timely and effective support across all channels.
- Developing Investigative Skills: Troubleshoot the most complex issues to determine their root causes. Analyze logs, examine user reports, leverage test systems and collaborate cross-functionally to understand the underlying problems.
- Consistent Documentation: Documenting support interactions, including issues reported, solutions provided, and any relevant details. This documentation serves as a knowledge base to help improve support processes
- Knowledge Management: Take a lead role in creating, editing and maintaining a robust knowledge base to drive Tier 1, Tier 2 performance as well as aid client in resolving their issues/questions independently
- Best Practice Development: Develop the Knowledge and Skills needed to help define best practices and educate others through advanced product training and/or best practice guidance.
- Critical thinking: To aid with prioritization, independent decision making and problem deconstruction.
- Time/Case Management: Set specific follow-up dates/times w/ the client and meet those commitments. Do not let cases get stale. Leverage priority and aging to guide follow-ups and when issues should be escalated
- Teamwork: Provide guidance to Tier 2s and pro-actively suggest ideas for optimizing support processes. 40% of your time will be spent assisting Tier 2 and working on key support projects
Position Proficiencies and Requirements
- Bachelor’s degree or relevant experience
- At least 9 years of software application support experience in a SaaS environment
- At least 7 years of Raintree Software Support Experience ideal
- Expert technical aptitude
- Proven track record of expert client support, troubleshooting and problems solving in a complex, technical environment
- Medical/Revenue Cycle Management experience preferred
- Previous SaaS or Healthcare IT company experience preferred
- Working knowledge of EMR/EHR medical software applications is a plus
- Must be able to work on a Pacific Time Zone schedule (8am-5pm PT preferred)
- This position will require a HIPAA compliant environment. A controlled and dedicated workspace will be necessary to be successful."
Competencies to Drive Success
- Client First: Strive to always do right by the customer and avoid the temptation to take the easy path and do things like cold transferring a client and/or case or telling a client to call someone else
- Product Knowledge: Expert level understanding of Raintree's products, features, and functionality is essential for effectively troubleshooting issues and providing accurate support to customers.
- Technical Aptitude: except technical knowledge of software, hardware, networking, and operating systems is beneficial for understanding and addressing customers' technical inquiries. Experience with SaaS software solutions, MySQL and AWS a plus.
- Troubleshooting Skills: Ability to systematically diagnose and troubleshoot technical issues using logical reasoning, diagnostic tools, and problem-solving techniques.
- CRM and Ticketing Systems: Proficiency in using customer relationship management (CRM) software and ticketing systems for managing customer interactions, documenting issues, and tracking support requests.
- Remote Support Tools: Expert with remote support tools and technologies for remotely accessing and troubleshooting customers' devices and systems.
- Knowledge Base Management: Experience in driving, creating and maintaining a knowledge base with troubleshooting guides, FAQs, and best practices to help customers resolve common issues independently.
- Security Awareness: Awareness of cybersecurity best practices and protocols for safeguarding customer data and maintaining the security and integrity of products and systems.
- Documentation Skills: Ability to accurately document customer interactions, technical issues, and troubleshooting steps in a clear and concise manner for future reference and knowledge sharing.
- Intermediate developer level skills (For Tech Support Eng) to understand code and/or read/diagnose complex log and error files
- Professionalism: Always remain positive and respectful while taking a phone first approach to engaging with clients. Remain above the fray - don't talk down to clients or sellout teammates.
- Confidence: Own the situation even if you don't know the answer and facilitate on the client’s behalf.
- Empathy and Active Listening: To help validate, gather information, and improve communications.
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
About Us
Work with a World-Class Healthcare Team. Raintree Systems is the leading provider of both efficiency tools and engagement features that are built to manage ALL aspects of the healthcare industry. By way of high-level automation, intuitive analytics and simplified reporting, our platform eases practice staff's workload and optimizes business operations.
Our team of Rainees is built on expertise in their respective areas with a core understanding of teamwork and collaboration. Plus, our Rainees have an enthusiasm for excellence, growth, and continuous improvement in our process and the ways in which we support our valued clients.
If you align with our company values and seek to join a team of friendly and passionate people who are dedicated to excellence, Raintree may be the perfect fit for you!
Our Perks
- Remote First
- Paid Time Off/11 Paid Holidays/Year-End Holiday Break
- Health, Dental, Vision, HSA/FSA
- 401K with Company Match
- Disability & Life Insurance
- Employee Assistance Program
- Paid Parental Leave
- WFH Supply Budget
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.
