Surgimate

Support Engineer

• Own and manage the technical support queue
• Manage and prioritize incidents based on severity
• Investigate and resolve complex technical issues
• Create and maintain internal and customer-facing documentation
• Develop deep expertise in the product and underlying systems
• Serve as a liaison between Customer Experience and Engineering
• Analyze support trends and metrics to identify recurring issues
• Translate complex technical issues into clear guidance
• Ensure adherence to SLAs and reporting requirements
• Identify opportunities to automate support processes

Tier 3 Support Engineer