Tier 3 Support Engineer

The Support Engineer (Tier 3) is responsible for delivering high-quality technical and functional support to Surgimate clients. This role serves as the primary point of contact for inbound support requests and owns issues from initial intake through resolution. This individual will troubleshoot complex product and workflow issues, collaborate cross-functionally to resolve escalations, and ensure timely, accurate responses in alignment with service level expectations. This is a non-account management role focused on support, issue resolution, and support operations excellence. What you’ll do: 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). Support additional initiatives and responsibilities as assigned by leadership. About you: 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 Remote-first role with occasional travel required Flexibility to work extended hours as needed to support key initiatives _____________________________ Learn more about Surgimate Our Product & Mission: At Surgimate, we’re one company with three powerful platforms — Surgimate, ImplantBase, and openDoctor — working together to transform how surgeries are coordinated and delivered. Each platform supports a different phase of the surgical journey, from patient access and scheduling to implant management and post-operative care. United under one mission, we’re building the essential operating system for surgical orchestration — helping providers deliver faster, smarter, and safer care. Our Team: At Surgimate, we are a remote first team distributed across the US with R&D Centers in Israel & India. We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly. Read more about our team & values here: Our Benefits: Full time, US based team members can expect: 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) Our benefits may vary by country. Please ask your recruiting contact if you have any questions. Applicants must be authorized to work in the United States without sponsorship.