Surgimate - Tier 3 Support Engineer

• 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). • You bring experience building and improving technical support workflows, documentation, and reporting, and thrive in fast-paced, startup environments. This role is well-suited for someone growing into (or already operating at) a technical lead level, with a desire to take ownership and drive impact. • You’re equally comfortable diving into the details of complex issues or handling smaller tasks with care - no ticket is too big or too small. You enjoy problem-solving, exploring unfamiliar systems, and seeing issues through to resolution, partnering closely with Engineering when needed. • You are a proactive self-starter who remains calm under pressure, effectively prioritizing and managing multiple tasks in a dynamic environment. • You have experience working with APIs (required), and ideally familiarity with HL7; coding or scripting experience 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 • _____________________________