Sr. Product Support Specialist (Enterprise RCM)

TL;DR

Sr. Product Support Specialist (Enterprise RCM): Providing high-tier technical support for complex healthcare clients with an accent on Billing/RCM and EHR system stability. Focus on resolving high-complexity escalations, leading Major Incident Management (MIM), and mentoring technical staff to improve overall system reliability.

Location: Chandler, AZ (Internal candidates only)

Company

hirify.global is a leading provider of EHR and RCM software tailored for the therapy and rehabilitation industry.

What you will do

• Act as a Tier 2 Subject Matter Expert for Practice Management, Clinical, and Billing/RCM domains.
• Perform advanced troubleshooting to isolate root causes and recreate software bugs in test environments.
• Lead Major Incident Management (MIM) response for high-impact service disruptions affecting enterprise clients.
• Provide white-glove, premium support for VIP accounts as the technical face of the company.
• Mentor technical staff and lead the curation of the internal Knowledge Base.
• Identify systemic product challenges and propose data-driven improvement strategies.

Requirements

• Internal candidates only.
• Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
• 4–6 years of SaaS application support experience.
• Minimum 4 years of specific experience supporting Raintree software and the Billing/RCM domain.
• Deep understanding of Medical Revenue Cycle Management (RCM) and EHR workflows.
• High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.

Culture & Benefits

• Mission-driven environment focused on transforming healthcare technology and improving patient outcomes.
• Culture based on core values: Clients First, Openness, Honesty, and High Performance.
• Commitment to a "Software-as-a-Relationship" approach with clients.
• Equal employment opportunity employer with a commitment to diversity and inclusion.