Technical Support Engineer Tier 3
About the position
As a Tier 3 Technical Support Engineer, you are the final escalation point for complex technical issues with our healthcare SaaS platform. You 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. Your mission is to conduct 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 a code fix. You will mentor Tier 2, partner with Engineering, and manage high-severity incidents for enterprise healthcare partners.
Responsibilities
Serve as the final escalation before engineering to stop the bleeding and protect the development cycle. Achieve a high percentage of resolved escalations without requiring a code change. Maintain near-zero bounce from Dev to Support by ensuring only high-fidelity, reproducible bug reports reach Engineering. Minimize MTTR for high-severity incidents. Investigate escalations by inspecting logs, workflows, and code-level details; write and execute complex SQL queries for production data integrity and safe corrections; diagnose HL7 and API failures and troubleshoot middleware connectivity; analyze BI and data pipeline failures; provide developer-ready bug reports and strategic triage; create technical documentation and mentor support teams.
Requirements
B.S. in Computer Science, Health Informatics, or related field (or equivalent experience). 4+ years in technical support or application engineering, healthcare SaaS preferred. Familiarity with HIPAA and SOC2 regarding PHI. Working knowledge of EMR/EHR software. Required technical skills include expert MySQL proficiency (joins, subqueries, performance tuning, stored procedures), HL7 and API knowledge (MLLP, VPN, interface engines a plus), log analysis, and code literacy sufficient to identify logic flaws. Ability to perform root cause analysis, trace requests through logs, and execute production-safe data corrections. Strong communication skills and ability to manage high-stakes client situations.
Nice-to-haves
Experience with specific EHR platforms (Epic, Cerner) or therapy-space EHRs. Experience with interface engines, MLLP, VPNs, and middleware. Prior experience improving product stability through escalation pattern analysis, participation in Beta programs, and producing high-utility external workaround guides. Experience with monitoring/BI tools and query optimization for data pipelines.