Sr. Product Support Specialist (Medtech)

TL;DR

Sr. Product Support Specialist (Enterprise Clinicals): Resolving high-complexity technical issues for enterprise healthcare clients with an accent on EHR and RCM workflows. Focus on bridging the gap between frontline support and engineering, managing major incidents, and mentoring technical staff.

Location: Chandler, AZ (Internal Candidates Only)

Company

hirify.global is a preeminent provider of electronic health records (EHR) and revenue cycle management (RCM) software for the therapy and rehabilitation industry.

What you will do

• Act as a Tier 2 subject matter expert for enterprise clients across Practice Management, Clinical, and Billing/Financial domains.
• Deconstruct complex software behaviors to isolate root causes and recreate bugs in test environments.
• Lead Major Incident Management (MIM) for high-impact service disruptions affecting the enterprise base.
• Provide a premium "white-glove" support experience for VIP accounts.
• Mentor technical staff and curate the internal Knowledge Base to improve First Contact Resolution (FCR).
• Identify systemic product challenges and propose data-driven strategies for improvement.

Requirements

• Internal candidates only: minimum 2 years specifically supporting Raintree software.
• 3–5 years of SaaS application support experience.
• Deep domain expertise in Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
• High proficiency in troubleshooting complex SaaS architectures and database/integration issues.
• Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
• Exceptional interpersonal and diplomatic communication skills, especially during critical system outages.

Culture & Benefits

• Mission-driven environment focused on transforming healthcare technology.
• Commitment to a "Software-as-a-Relationship" philosophy.
• Culture based on core values: Clients First, Open and Honest, Disciplined Yet Flexible.
• High-performance team environment dedicated to problem-solving and greatness.