[Hiring] Tier 3 Support Engineer @Surgimate

Role Description

The Support Engineer (Tier 3) is responsible for delivering high-quality technical and functional support to Surgimate clients. This role serves as the primary point of contact for inbound support requests and owns issues from initial intake through resolution.

This individual will troubleshoot complex product and workflow issues, collaborate cross-functionally to resolve escalations, and ensure timely, accurate responses in alignment with service level expectations. This is a non-account management role focused on support, issue resolution, and support operations excellence.

• Own and manage the technical support queue, delivering timely and effective resolution of customer inquiries while maintaining a strong customer-centric focus.
• Engage with users through our ticketing system (Salesforce) and phone support.
• Manage and prioritize incidents based on severity, ensuring timely resolution and clear communication during escalations.
• Investigate and resolve complex technical issues through debugging, log analysis, and root cause identification across APIs, integrations, and system components.
• Create and maintain internal and customer-facing documentation to improve self-service and team efficiency.
• Develop deep expertise in our product and underlying systems to effectively diagnose issues and guide customers and internal teams.
• Serve as a liaison between Customer Experience and Engineering by escalating complex issues, improving workflows, and identifying opportunities for product enhancements.
• Analyze support trends and metrics to identify recurring issues and drive systemic improvements.
• Translate complex technical issues into clear, actionable guidance for both technical and non-technical users.
• Ensure adherence to SLAs and reporting requirements to drive and exceed user satisfaction.
• Identify opportunities to automate support processes and improve tooling to increase efficiency and reduce manual effort.
• Collaborate with vendors (API/HL7) to troubleshoot issues and improve technical efficiency.
• Ensure all support activities align with security, privacy, and compliance standards (e.g., HIPAA).
• Support additional initiatives and responsibilities as assigned by leadership.

Qualifications

• Experience building and improving technical support workflows, documentation, and reporting.
• Thrives in fast-paced, startup environments.
• Comfortable diving into the details of complex issues or handling smaller tasks with care.
• Enjoys problem-solving, exploring unfamiliar systems, and seeing issues through to resolution.
• Proactive self-starter who remains calm under pressure.
• Effectively prioritizes and manages multiple tasks in a dynamic environment.
• Experience working with APIs (required); familiarity with HL7 is ideal.
• Coding or scripting experience is a strong plus.
• Comfortable traveling as needed to support customers and participate in team activities.

Requirements

• 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.
• Monthly 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).