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. • Safeguarding the Customer Trust: In the Enterprise or Healthcare (EMR) space, technical failures aren't just inconveniences—they are operational risks. Your mission is to project technical authority and calm during high-stakes "System Down" scenarios. By providing deep expertise and clear communication, you ensure the client feels that their most critical assets are in the hands of a master troubleshooter. The Role This isn't a "follow the script" position. You will navigate high-stakes ambiguity, leveraging deep forensic troubleshooting and domain expertise to stabilize critical situations. You are a mentor to Tier 2, a partner to Engineering, and a hero to our clients. Key Responsibilities: • Technical Integrity & Escalation Excellence: Tier 3 is the final stop before engineering. Your success is defined by "stopping the bleeding" and protecting the development cycle. • Definitive Resolution Rate: Achieving a high percentage of resolved escalations without requiring a code change, thereby maximizing existing product capabilities. • Engineering Throughput Protection: Maintaining a near-zero "bounce rate" from Dev to Support by ensuring only high-fidelity, reproducible, and fully-vetted bug reports reach the Engineering team. • Critical Restoration Speed: Minimizing the Mean Time to Resolution (MTTR) for High-Severity (Sev-1) incidents, ensuring minimal operational downtime for enterprise healthcare partners. 2. Knowledge Empowerment (The "Force Multiplier") A Tier 3 expert doesn't just solve problems; they build the collective intelligence of the organization. • Frontline Autonomy: Measurably reducing the volume of Tier 3 escalations over time by upskilling Tier 1 and 2 teams through monthly "Technical Deep Dives." • Knowledge Velocity: Driving "First-Contact Resolution" (FCR) by converting complex, one-off fixes into searchable, high-utility internal documentation and external workaround guides. • Support Readiness Score: Ensuring 100% of new features and modules are "support-ready" at launch through proactive Beta involvement and the creation of early-access educational materials. 3. Product & Engineering Synergy You serve as the bridge between technical reality and product vision, translating "customer pain" into "technical requirements." • Informed Product Roadmap: Providing data-backed trends from complex escalations to help Product Managers prioritize fixes that yield the highest ROI for system stability. • Beta Feedback Accuracy: Improving the quality of new releases by identifying edge-case failures during the Beta phase, long before they reach the general user base. • Technical Advocacy: Acting as a subject matter expert (SME) who ensures that "customer voice" is accurately reflected in engineering sprint priorities. 4. Strategic Organizational Impact Your role directly influences the health of the business and the loyalty of the client base. • Enterprise Account Retention: Safeguarding long-term revenue by providing "white-glove" technical management for high-stakes enterprise clients during critical failures. • Proactive Risk Mitigation: Identifying and neutralizing systemic risks (e.g., data sync failures or API bottlenecks) before they trigger a mass-outage event. • Client Experience Elevation: Consistently driving high CSAT (Customer Satisfaction) scores on escalations through expert communication, technical authority, and strategic empathy. • High-Stakes

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