Surgimate - Tier 2 Support Engineer

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