Tier 3 Support Engineer

Surgimate

Tier 3 Support Engineer managing technical inquiries and troubleshooting for Surgimate clients. Focused on support operations excellence with a remote-first work culture.

Posted 4/13/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $86,000 - $106,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

ATS Keywords

✓ Tailor your resume

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