Sr. Product Support Engineer

RAAPID is a leading healthcare technology innovator specializing in AI-enabled risk adjustment solutions. Funded by Microsoft and Great Place to Work-certified organization, we serve payers, healthcare providers, and support organizations with cutting-edge technology solutions that optimize revenue, ensure compliance, and reduce administrative costs. Why RAAPID?

• Backed by Microsoft: Proudly funded by M12, Microsoft's venture fund, validating our technology innovation and market potential
• Industry Pioneer: Leveraging state-of-the-art artificial intelligence, machine learning, vision AI, and knowledge graphs to transform healthcare operations
• Strong Foundation: Built on four key pillars - Trust, Technical Competence, Stability, and Technical Innovation
• Recognition: Proud recipient of HITRUST certification, demonstrating our commitment to security and compliance
• Culture: Certified Great Place to Work, reflecting our dedication to employee satisfaction and professional growth
• Mission-Driven: Focused on revolutionizing value-based healthcare through customizable, AI-powered solutions
• Global Presence: Headquartered in Louisville, Kentucky, with a robust team of over 100 employees across the US and India

Position Overview

The Senior Product Support Engineer will act as a key technical interface between customers, product, and engineering teams, ensuring seamless functioning of RAAPID’s risk adjustment platform. This role involves troubleshooting complex product issues, analyzing system behavior, supporting client implementations, and ensuring high levels of customer satisfaction. The incumbent will play a critical role in maintaining product reliability, improving support processes, and contributing to continuous product enhancement.

Technical Support & Issue Resolution

• Act as the primary technical point of contact for clients and internal stakeholders
• Investigate, troubleshoot, and resolve application, data, and integration issues
• Analyze logs, configurations, and system outputs to identify root causes
• Ensure timely resolution of support tickets within defined SLAs

Collaboration & Escalation Management

• Work closely with engineering and product teams to escalate and resolve complex issues
• Provide detailed issue analysis and support in bug fixes and enhancements
• Participate in QA/UAT cycles to validate fixes and ensure product stability

Monitoring & Proactive Support

• Monitor system performance and identify potential issues proactively
• Take preventive actions to minimize disruptions and improve system reliability

Documentation & Knowledge Management

• Maintain detailed documentation of issues, resolutions, and best practices
• Contribute to knowledge base articles, FAQs, and technical documentation
• Drive continuous improvement in support processes

Customer Onboarding & Enablement

• Assist in onboarding new customers, including system configuration and setup
• Provide technical guidance to clients on product usage and best practices

Innovation & Automation

• Leverage GenAI and automation tools to improve support efficiency
• Identify opportunities to reduce manual intervention through automation

• Bachelor’s degree in Computer Science, Engineering, or a related field
• 3-5 years of experience in product support, application support, or technical customer service
• Experience working in SaaS or product-based organizations

Key Skills & Expertise

• Strong troubleshooting and analytical skills
• Proficiency in SQL (queries, joins, aggregations)
• Experience with APIs, logs, and cloud-based platforms
• Familiarity with healthcare data standards (ICD-10, HCC, HL7, FHIR)
• Knowledge of tools such as Jira, Confluence, Postman, and monitoring tools
• Strong written and verbal communication skills

Leadership & Behavioral Competencies

• Strong problem-solving and analytical thinking
• Ability to work independently and collaboratively
• Customer-focused mindset with high ownership
• Structured approach to troubleshooting and issue resolution
• Ability to perform under pressure in critical situations

• Competitive compensation package
• Opportunity to work on cutting-edge healthcare technology
• Collaborative and high-performance work environment
• Learning and growth opportunities