Sr. Product Support Specialist - Enterprise Clinicals - *Internal Candidates Only*

Sr. Product Support Specialist - Enterprise Clinicals
*** INTERNAL CANDIDATES ONLY"

The Product Support Specialist – Enterprise is a high-impact, Tier 2 resource dedicated to the success of Raintree’s most complex and high-value healthcare clients. This role serves as the technical bridge between frontline support and Engineering, providing "white-glove" service to ensure system stability and workflow continuity. You will be responsible for resolving high-complexity issues, escalations, mentoring technical staff, and spearheading Major Incident Management (MIM) to protect Raintree’s reputation and operational excellence.

Core Responsibilities

Technical Leadership & Escalation

• Tier 2 Subject Matter Expertise: Act as the key source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with an emphasis on the EMR and clinicals. 
• Advanced Troubleshooting: Utilize expert-level critical thinking to deconstruct complex software behaviors, isolate root causes, and recreate bugs in test environments.
• Major Incident Management (MIM): Participate in the response for high-impact service disruptions affecting the Enterprise base, ensuring rapid resolution and clear stakeholder communication.
• White-Glove Service: Provide a premium support experience for VIP accounts, acting as the technical "face of Raintree" during high-stakes interactions.

• Team Development: Dedicate 10% of your time to developing those around you, elevating the department's collective knowledge.
• Knowledge Engineering: Participate in the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR).
• Continuous Improvement: Help identify systemic challenges in products or processes and proactively propose data-driven strategies for improvement.

• Strategic Time Allocation: Balance 80% of efforts on Enterprise client experience and 20% on internal strategic projects and departmental initiatives.
• Rigorous Documentation: Maintain impeccable case records, ensuring HIPAA compliance, data security, and clear follow-up commitments.
• Proactive Problem Solving: Look beyond the immediate ticket to identify and resolve underlying issues before they impact the broader client base.

• Education: Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
• Experience: 3–5 years of SaaS application support experience; minimum 2 years specifically supporting Raintree software with a focus on EMR/Clinical Domain.
• Domain Expertise: Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
• Technical Aptitude: High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.
• Soft Skills: Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.