• Deliver definitive fixes for complex technical challenges between Support and Engineering. • Transform technical friction into growth by providing insights that drive software improvement. • Protect the user experience through product mastery, ensuring escalations are handled well. • Perform root-cause analysis on complex, high-impact issues. • Manage escalations with urgency, balancing urgent and long-term projects. • Collaborate with Developers and Product Managers to prioritize hotfixes. • Translate complex resolutions into actionable documentation for Tier 1 and Tier 2 teams. • Communicate complex technical failures clearly to client stakeholders.

• Investigate high-level escalations by interrogating application logs, auditing system workflows, and performing code-level reviews • Write and execute complex MySQL queries to identify data discrepancies and perform rigorous audits • Diagnose and resolve HL7 and API failures to ensure real-time data synchronization between the Raintree platform and external EMR/EHR systems • Improve the quality of new releases by identifying edge-case failures during the Beta phase

• Receives and records incident related information using a variety of tools, techniques and procedures. • Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. • Uses judgment within defined practices and procedures. • Maintains customer relationships by handling their questions and concerns with speed and professionalism. • Actively contributes to a knowledge base that improves the effectiveness of the team.

• Ensure that customers get the maximum value from and easily use our products and subscriptions • Support customers by responding within the designated service-level agreement to inquiries • Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs • Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service • Collaborate with engineers and developers to create innovative solutions for customers, including product fixes • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain