Raintree Systems, Inc.
Jobs
Sr. Product Support Specialist - Enterprise RCM - *Internal Candidates Only*
The Sr. Product Support Specialist provides technical leadership and support for complex healthcare client issues, ensuring system stability and workflow continuity, mentoring staff, and managing major incidents effectively.
Sr. Product Support Specialist - Enterprise RCM
*** INTERNAL CANDIDATES ONLY"
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.
- 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.
- 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.
- Education: Bachelor’s degree in Information Management, Business Administration, Healthcare Informatics, or equivalent experience.
- Experience: 4–6 years of SaaS application support experience; minimum 4 years specifically supporting Raintree software and the Billing/RCM 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.
Similar Jobs
Artificial Intelligence • Fintech • Payments • Business Intelligence • Financial Services • Generative AI
Lead and scale a team of full‑cycle Account Executives to acquire and close SMB customers. Own revenue, pipeline health, deal quality, forecasting, and coaching across discovery, negotiation, and close. Build processes, metrics, CRM discipline, and a data/AI-driven operating cadence to improve win rates, deal velocity, and pipeline quality.
Artificial Intelligence • Fintech • Payments • Business Intelligence • Financial Services • Generative AI
Lead full sales cycle for US SME customers across ecommerce, SaaS, and professional services: prospect, negotiate, close, onboard, and ramp accounts; translate technical product value; exceed revenue targets; collaborate with internal teams; represent Airwallex at events; and refine scalable sales processes.
Top Skills:
Crm SystemsSales Enablement ToolsSalesforce
.png)
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
The Staff Accountant will prepare financial entries, assist in financial presentations, collaborate across teams, ensure compliance, and support operational excellence.
Top Skills:
FloqastGoogle SuiteNetSuitePythonSQL
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
