Company
Healthcare
TechnicalSupportEngineer-Tier3(Healthcare/SaaS/EHR/MySQL)
Neural analysis suggests this role is
optimal for Senior candidates.
“Technical Support Engineer - Tier 3 (Healthcare/SaaS/EHR/MySQL). Skills: Technical support, SaaS support, EHR systems, MySQL. Serve as final escalation point. Perform deep root cause analysis”
Industry & Context.
Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
Bachelor's degree in Computer Science, 4+ years technical support experience, Hands-on healthcare SaaS experience, Advanced SQL skills, Experience with APIs, Experience with HL7 standards, Experience with system integrations, Analyze application logs, Trace system behavior, Working knowledge of HIPAA, Working knowledge of SOC 2
Nice to Have
EMR/EHR systems experience, Therapy workflows experience, Healthcare interoperability tools experience
What You'll Do.
Serve as final escalation point
Perform deep root cause analysis
Investigate workflows
Investigate database behavior
Execute advanced SQL queries
Diagnose data integrity issues
Perform controlled production corrections
Troubleshoot HL7 interfaces
Troubleshoot system integrations
Collaborate with Engineering teams
Collaborate with Product teams
Deliver high-fidelity bug reports
Deliver reproducible bug reports
Share technical knowledge
Conduct deep-dive sessions
Improve first-contact resolution
Contribute to system reliability
Identify recurring failure patterns
Recommend long-term fixes
Recommend product improvements
How You'll Work.
Team & Collaboration
Engineering teams; Product teams; Tier 1 teams; Tier 2 teams
Communication Scope
Client-facing explanations
Full Job Description
## Accountabilities 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. 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. Preferred experience with EM
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