Tier 2 Support Engineer

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $70k - $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Surgimate

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2009

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Surgimate is a surgical orchestration platform that maximizes surgical throughput and revenue by streamlining the scheduling process and reducing cancellations. It is designed to enhance the efficiency of surgical practices by coordinating all pre-surgery requirements and tracking performance metrics in real time. With features like a HIPAA-compliant mobile app, comprehensive project management tools, and customizable workflow preferences, Surgimate helps healthcare professionals focus on patient care while ensuring operational excellence.

📋 Description

• Work the Tier 2 support queue and resolve escalated customer inquiries • Engage with users through Salesforce ticketing and phone support • Prioritize tickets by severity and impact and provide timely customer updates • Troubleshoot product configuration, user permissions, workflow, and data issues • Reproduce reported problems and identify causes or workarounds • Investigate integration and API-related issues by reviewing logs, checking connection status, and validating data • Escalate issues to Tier 3 and Engineering with complete documentation • Create and maintain knowledge base articles and internal documentation • Build product and customer-workflow expertise to diagnose issues and guide users • Support and coach first-line support and refine triage and escalation criteria • Flag recurring issues and trends to the Support lead • Translate technical issues into actionable guidance for non-technical users • Meet SLAs and reporting requirements • Align support activities with security, privacy, and compliance standards, including HIPAA • Support additional initiatives and responsibilities assigned by leadership

🎯 Requirements

• 2+ years of experience in technical or application support for a SaaS product, ideally in healthcare • Experience with a ticketing system; Salesforce preferred • Familiarity with APIs, HL7, or basic SQL is a strong plus • Strong troubleshooting and problem-solving abilities • Ability to prioritize multiple tasks in a dynamic environment • Ability to write clear, thorough ticket notes and escalations • Ability to explain technical concepts in plain language • Comfortable traveling as needed to support customers and participate in team activities • Flexibility to work extended hours as needed to support key initiatives • Applicants must be authorized to work in the United States without sponsorship

🏖️ Benefits

• Competitive salary plus commissions/bonus • 401(k) with company match up to 4% • Medical, dental & vision plans for the employee through Cigna • 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) • Remote-first work arrangement • Opportunities to spend time together at meetups, volunteer, and work flexibly