Technical Support Engineer - Tier 3 (Healthcare/SaaS/EHR/MySQL)

Technical Support Engineer (Tier 3) Department: Client Support Remote U.S

Designated States The Mission As a Tier 3 Technical Support Engineer, you are the final escalation point for complex technical issues with our healthcare SaaS platform

You will sit at the intersection of Customer Success and Engineering, acting as a high-level problem solver who ensures our clinical and administrative users experience minimal downtime

You aren't just a "troubleshooter"—you are a technical investigator

Your primary goal is to conduct a deep-dive root cause analysis (RCA) to determine whether a reported issue is a configuration error, a data integrity anomaly, or a source code bug that requires code fix

Your mission is three-fold: The Pursuit of Definitive Resolution: Your primary mission is to be the "final word." When a problem is labeled "unsolvable" by the frontline, you apply forensic methodology to find the root cause

This involves moving past symptoms (e.g., "the report is blank") to the underlying failure (e.g., "a race condition in the API is causing a null value in the SQL join")

Your goal is to provide a permanent fix, not a temporary workaround

Transforming Friction into Product Growth: Tier 3 doesn't just fix bugs; they prevent them

By identifying patterns in complex escalations, your mission is to provide high-fidelity feedback to the Engineering and Product teams

You act as a strategic filter, ensuring that developers spend their time on validated, reproducible issues that will have the highest impact on product stability