Technical Support Engineer - Tier 3 (Healthcare/SaaS/EHR/MySQL)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer – Tier 3 (Healthcare/SaaS/EHR/MySQL) based in the United States.

This role sits at the highest level of technical escalation within a mission-critical healthcare SaaS environment, supporting complex electronic health record (EHR) systems used by clinical and administrative teams. You will act as the final escalation point for high-severity technical issues, responsible for deep root cause analysis across application, database, and integration layers. The position requires a highly analytical mindset to distinguish between configuration issues, data integrity problems, and true application defects. You will collaborate closely with Engineering, Product, and Customer Success teams to stabilize production environments and ensure uninterrupted service for healthcare providers. Beyond troubleshooting, you will influence product quality by identifying systemic issues and improving long-term platform reliability. This is a high-impact, remote U.S. role for a technical expert who thrives in complex, high-stakes environments.

• 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 EMR/EHR systems, therapy workflows, or healthcare interoperability tools.

Benefits:

• Competitive compensation aligned with senior-level Tier 3 technical support roles in healthcare SaaS.
• Fully remote position within the United States.
• Opportunity to work on mission-critical EHR systems supporting healthcare providers nationwide.
• High-impact role with direct visibility into Engineering and Product decision-making.
• Collaborative, knowledge-driven environment focused on technical excellence and continuous learning.
• Exposure to complex healthcare integrations, data systems, and enterprise-scale SaaS architecture.
• Opportunity to mentor junior support teams and shape organizational support maturity.