Technical Support Engineer - Tier 3
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- SQLMySQLRESTful APIsSaaSEHRHIPAA
Requirements
- Bachelor’s degree in Computer Science, Health Informatics, or a related technical field, or equivalent professional experience.
- Minimum 4+ years of experience in technical support, application engineering, or SaaS support roles within complex environments.
- Strong hands-on experience supporting healthcare SaaS, EHR, or similar regulated systems.
- Advanced SQL skills, including joins, subqueries, schema analysis, and data troubleshooting using MySQL.
- Experience working with APIs, HL7 standards, and system integrations in healthcare or enterprise environments.
- Ability to analyze application logs, trace system behavior, and identify root causes across distributed architectures.
- Working knowledge of HIPAA and SOC 2 compliance standards related to PHI security and data handling.
- Strong communication skills with the ability to translate complex technical issues into clear, client-facing explanations.
Responsibilities
- Serve as the final escalation point for complex technical issues across a healthcare SaaS and EHR platform, ensuring rapid stabilization of critical incidents.
- Perform deep root cause analysis (RCA) by investigating logs, workflows, APIs, and database behavior to identify configuration, data, or code-level failures.
- Execute advanced SQL queries in MySQL to diagnose data integrity issues, validate records, and perform controlled production corrections when required.
- Troubleshoot HL7 interfaces, APIs, and system integrations to ensure reliable data exchange between EHR systems and external platforms.
- Collaborate with Engineering and Product teams to deliver high-fidelity, reproducible bug reports that accelerate development cycles.
- Support and mentor Tier 1 and Tier 2 teams by sharing technical knowledge, conducting deep-dive sessions, and improving first-contact resolution.
- Contribute to system reliability by identifying recurring failure patterns and proactively recommending long-term fixes and product improvements.
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