[Hiring] Sr. Product Support Specialist @Raintree Systems

Role Description

The Sr. Product Support Specialist – Enterprise is a high-impact, Senior 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 primary source of knowledge for our enterprise base when it comes to complex technical issues across Practice Management, Clinical, and Billing/Financial domains, with a focus on the Billing/RCM side of the business.
  • 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): Lead 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.
• Mentorship & Knowledge Management
  • Team Development: Dedicate 20% of your time to developing those around you, elevating the department's collective knowledge.
  • Knowledge Engineering: Lead the creation, curation, and maintenance of a robust Knowledge Base to drive self-service and improve First Contact Resolution (FCR).
  • Continuous Improvement: Identify systemic challenges in products or processes and proactively propose data-driven improvement strategies.
• Operational Excellence
  • Strategic Time Allocation: Balance 70% of efforts on Enterprise client experience and 30% 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.

Qualifications

• Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
• 4–6 years of SaaS application support experience; minimum 4 years specifically supporting Raintree software and the Billing/RCM Domain.
• Deep understanding of Medical/Revenue Cycle Management (RCM) and Electronic Health Record (EHR) workflows.
• High proficiency in troubleshooting complex SaaS architectures and navigating database/integration issues.
• Exceptional interpersonal and "diplomatic" communication skills; the ability to remain calm and authoritative during critical system outages.

Company Description

Raintree is the preeminent provider of electronic health records (EHR) and revenue cycle management (RCM) software for the therapy and rehabilitation industry. Founded in 1983 and headquartered in Chandler, AZ, Raintree serves enterprise and mid-sized organizations across physical therapy, occupational therapy, speech-language pathology, and ABA specialties. Our award-winning, all-in-one platform empowers therapy professionals to deliver superior patient care through innovative clinical documentation, automated billing, and actionable business intelligence. With over 2,500 implementations and a commitment to "Software-as-a-Relationship," we are a mission-driven team dedicated to transforming healthcare technology and improving outcomes for everyone.

Our Core Values

• We put our Clients First
• We are Open and Honest
• We are Disciplined, Yet Flexible
• We love to Solve Problems
• We are Committed to Greatness
• We are a High Performance Team