Technical Support Engineer Tier 3 (Healthcare SaaS)

TL;DR

Technical Support Engineer Tier 3 (Healthcare SaaS): Acting as the final escalation point for complex technical issues within a healthcare SaaS platform with an accent on root cause analysis, MySQL database forensics, and API debugging. Focus on identifying systemic failures, reducing MTTR for high-severity incidents, and bridging the gap between client needs and engineering requirements.

Location: Remote (Designated U.S. States only)

Company

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

What you will do

• Perform deep-dive root cause analysis (RCA) to determine if issues stem from configuration errors, data integrity anomalies, or source code bugs.
• Write and execute complex MySQL queries to identify data discrepancies and perform surgical data corrections in production environments.
• Diagnose and resolve HL7 and API failures to ensure seamless real-time data synchronization between Raintree and external EMR/EHR systems.
• Translate sophisticated technical findings into actionable, high-fidelity bug reports for the Engineering team to minimize the "bounce rate".
• Mentor Tier 1 and 2 support teams by conducting monthly technical deep-dives and authoring advanced internal knowledge base documentation.
• Manage high-stakes "System Down" scenarios for enterprise clients, providing technical authority and clear communication.

Requirements

• Must be based in designated U.S. states.
• 4+ years of experience in a technical support or application engineering role, ideally within the Healthcare SaaS space.
• Expert-level MySQL proficiency, including joins, subqueries, and relational database schemas.
• Strong working knowledge of HL7 and APIs.
• Familiarity with HIPAA regulations and SOC2 security protocols regarding Patient Health Information (PHI).
• B.S. in Computer Science, Health Informatics, or a related technical field.

Nice to have

• Working knowledge of EMR/EHR medical software and experience in the therapy space.
• Understanding of MLLP, VPN tunnels, and interface engines.
• Experience with AWS.

Culture & Benefits

• Mission-driven environment dedicated to transforming healthcare technology.
• Commitment to "Software-as-a-Relationship" and a high-performance team culture.
• Values focused on being open, honest, disciplined, and client-first.
• Equal employment opportunity employer promoting diversity and inclusion.