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, Microsofts 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.

• 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

• 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

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

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

• 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

• 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

• 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

Ideal Candidate Profile

A detail-oriented and proactive support engineer who can combine technical expertise with customer-centric thinking. The ideal candidate is comfortable working in fast-paced environments, solving complex problems, and collaborating across teams to ensure product excellence.