Tier 2 Support Engineer

Surgimate

20h•$70,000 - $85,000•Remote

About The Position

The Tier 2 Support Engineer resolves escalated technical and functional issues for Surgimate clients, owning tickets through resolution or a well-documented handoff to Tier 3 and Engineering. The role troubleshoots product configuration, workflows, and data; reproduces reported problems; gathers evidence; and communicates clearly with customers while meeting service-level expectations. It is focused on support and issue resolution rather than account management, and offers an opportunity to build product and technical expertise and grow toward a senior technical support role. This is a remote-first role with occasional travel required. Flexibility to work extended hours as needed to support key initiatives is expected. The role supports Surgimate’s platforms for surgical coordination and delivery and works with customers in a healthcare context. Full-time US-based team members are offered competitive salary plus commissions or bonus, retirement matching, insurance coverage, allowances, and paid time off. Applicants must be authorized to work in the United States without sponsorship.

Requirements

At least 2 years of experience in technical or application support for a SaaS product.
Strong problem-solving skills and ability to see issues through to resolution.
Ability to prioritize multiple tasks in a dynamic environment and remain calm under pressure.
Ability to write clear, thorough ticket notes and escalations and explain technical concepts in plain language.
Experience with a ticketing system.
Comfort traveling as needed to support customers and participate in team activities.
Authorization to work in the United States without sponsorship.

Nice To Haves

Experience supporting a SaaS product in healthcare.
Salesforce ticketing system experience.
Familiarity with APIs, HL7, or basic SQL.
Experience in fast-paced startup environments and interest in growing toward a senior technical support role.

Responsibilities

Work the Tier 2 support queue and resolve escalated customer inquiries promptly through Salesforce and phone support.
Prioritize tickets by severity and impact, and provide customers with clear, timely updates.
Troubleshoot product configuration, user permissions, workflows, and data issues; reproduce reported problems and identify causes or workarounds.
Conduct first-level technical investigation of integration and API-related issues by reviewing logs, checking connection status, and validating data before escalation.
Escalate issues to Tier 3 and Engineering with documentation covering reproduction steps, impact, evidence gathered, and actions taken.
Create and maintain knowledge base articles and internal documentation, including known issues and workarounds.
Build expertise in the product and customer workflows to diagnose issues and guide users.
Support and coach first-line support and help refine triage and escalation criteria.
Flag recurring issues and trends to the Support lead to inform product improvements and process changes.
Translate technical issues into clear, actionable guidance for non-technical users.
Meet SLAs and reporting requirements to drive and exceed user satisfaction.
Ensure support activities align with security, privacy, and compliance standards, including HIPAA.
Support additional initiatives and responsibilities as assigned by leadership and perform other duties as assigned by management.
Travel as needed to support customers and participate in team activities.

Benefits

Competitive salary plus commissions or bonus
401(k) with company match up to 4%
Medical, dental, and vision plans through Cigna for employees, with employee-covered plans available for dependents
Long-term disability insurance
Life insurance
Home internet allowance
Wellness allowance
10 holidays and 2 holiday eves
18 days PTO
18 days sick leave
One SurgiGive volunteering day
One birthday celebration day
Three Recharge days