[Hiring] Tier 2 Support Engineer @Surgimate

Role Description

The Support Engineer (Tier 2) resolves escalated technical and functional issues for Surgimate clients. This role picks up tickets that move beyond first-line support and owns them through resolution, or through a well-documented handoff to Tier 3 and Engineering. This individual will troubleshoot product configuration, workflow, and data issues, reproduce reported problems, and gather the evidence needed to resolve or escalate them quickly. They will communicate clearly with customers throughout and meet service level expectations. This is a non-account management role focused on support, issue resolution, and building a strong foundation of product and technical knowledge.

• Work the Tier 2 support queue, resolving escalated customer inquiries promptly and with a strong customer-centric focus.
• Engage with users through our ticketing system (Salesforce) and phone support.
• Prioritize tickets by severity and impact, keeping customers informed with clear, timely updates.
• Troubleshoot product configuration, user permissions, workflow, and data issues; reproduce reported problems and identify the cause or a workaround.
• Perform first-level technical investigation of integration and API-related issues (reviewing logs, checking connection status, validating data) before escalating to Tier 3.
• Escalate issues to Tier 3 and Engineering with complete documentation: steps to reproduce, impact, evidence gathered, and actions already taken.
• Create and maintain knowledge base articles and internal documentation, including known issues and workarounds, to improve self-service and team efficiency.
• Build deep expertise in our product and customer workflows to diagnose issues accurately and guide users confidently.
• Support and coach first-line support on common issues, 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 all support activities align with security, privacy, and compliance standards (e.g., HIPAA).
• Support additional initiatives and responsibilities as assigned by leadership.
• Other duties as assigned by management.

Qualifications

• 2+ years of experience in technical or application support for a SaaS product, ideally in healthcare.
• Thrive in fast-paced, startup environments and want to grow toward a senior technical support role.
• Comfortable digging into tricky issues or handling smaller requests with care.
• Enjoy problem-solving, learning new systems, and seeing issues through to resolution.
• Proactive self-starter who stays calm under pressure and can prioritize multiple tasks in a dynamic environment.
• Write clear, thorough ticket notes and escalations, and explain technical concepts in plain language.
• Experience with a ticketing system (Salesforce preferred).
• Familiarity with APIs, HL7, or basic SQL is a strong plus.
• Comfortable traveling as needed to support customers and participate in team activities.

Working Conditions

• Remote-first role with occasional travel required.
• Flexibility to work extended hours as needed to support key initiatives.

Benefits

• Competitive salary plus commissions/bonus, 401(k) with company match up to 4%.
• Medical, dental & vision plans for the employee through Cigna. Plus, employee covered plans available for dependents.
• Long Term Disability and Life Insurance.
• Home Internet & Wellness allowances.
• 10 Holidays + 2 Holiday Eves.
• 18 days PTO, 18 days Sick Leave.
• Additional days off for SurgiGive (volunteering 1), Birthday Celebration (1) & Recharge (3).

Company Description

At Surgimate, we’re one company with three powerful platforms — Surgimate, ImplantBase, and openDoctor — working together to transform how surgeries are coordinated and delivered. Each platform supports a different phase of the surgical journey, from patient access and scheduling to implant management and post-operative care. United under one mission, we’re building the essential operating system for surgical orchestration — helping providers deliver faster, smarter, and safer care.

• Remote first team distributed across the US with R&D Centers in Israel & India.
• Opportunities for our team to spend time together at meetups, volunteer, and work flexibly.