Tier 2 Support Engineer

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.

What you'll do:

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.

About you:

You bring 2+ years of experience in technical or application support for a SaaS product, ideally in healthcare. You thrive in fast-paced, startup environments and want to grow toward a senior technical support role.

You're equally comfortable digging into a tricky issue or handling smaller requests with care - no ticket is too big or too small. You enjoy problem-solving, learning new systems, and seeing issues through to resolution.

You are a proactive self-starter who stays calm under pressure and can prioritize multiple tasks in a dynamic environment.

You write clear, thorough ticket notes and escalations, and you can explain technical concepts in plain language.

You have experience with a ticketing system (Salesforce preferred). Familiarity with APIs, HL7, or basic SQL is a strong plus.

You're also 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

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Learn more about Surgimate

Our Product & Mission:

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.

Our Team:

At Surgimate, we are a remote first team distributed across the US with R&D Centers in Israel & India. We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly.

• Read more about our team & values here:
• https://www.surgimate.com/
• https://us.implantbase.com/

https://opendr.com/

• Our IMPACT:
• Everything we do is guided by IMPACT — the values that shape how we work together and show up for our customers:

I ntegrity — we do the right thing, even when no one's watching

M ission-Driven — we're motivated by the impact we have on patients and providers

P rogress Every Day — we push ourselves to keep learning and improving

A ccountability — we own our work and our outcomes

C ustomer-Centric — we put our customers at the center of every decision

T eam — we win together

Our Benefits:

Full time, US based team members can expect:

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)

Applicants must be authorized to work in the United States without sponsorship.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.