Tier 3 Support Engineer
Surgimate
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $86,000 - $106,000 per year
About the role
- 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
Requirements
- Experience building and improving technical support workflows, documentation, and reporting
- Familiarity with HL7 is ideal
- Experience with APIs (required)
- Comfort with traveling as needed
- Calm under pressure and able to prioritize multiple tasks in a dynamic environment
Benefits
- 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
- Monthly 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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportincident managementtroubleshootingdocumentationAPIworkflow improvementreportingautomation
Soft Skills
prioritizationcalm under pressurecommunicationliaison