SaaS Tier 2 Support Engineer – Healthcare

Surgimate; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical, dental & vision

Wellness allowance

Remote-first

Paid time off

Job summary

Surgimate seeks a Support Engineer (Tier 2) to resolve escalated technical and functional issues for its healthcare SaaS customers. You will own tickets beyond Tier 1, investigate configuration, workflow, and data problems, reproduce issues, and document steps to resolution or hand off to Tier 3.

This remote-first role emphasizes customer focus, clear communication, and adherence to SLAs. You will build knowledge base articles, mentor Tier 1 teammates, and collaborate with Engineering on

Qualifications

• 2+ years of experience in technical or application support for a SaaS product, ideally in healthcare.
• Ability to troubleshoot, document, and communicate clearly with customers.
• Experience with ticketing systems and basic API/HL7/SQL knowledge is a strong plus.

Responsibilities

• Resolve escalated Tier 2 support tickets with a customer-centric focus and meet SLAs.
• Troubleshoot configuration, permissions, workflows, and data issues; reproduce and diagnose root causes.
• Document steps to reproduce, impact, and actions; escalate to Tier 3 with complete context.

Skills

Customer support excellence

SaaS product knowledge

Healthcare domain knowledge

Clear communication

Tools

Salesforce

APIs

HL7

SQL

Job description

Surgimate seeks a Support Engineer (Tier 2) to resolve escalated technical and functional issues for its healthcare SaaS customers. You will own tickets beyond Tier 1, investigate configuration, workflow, and data problems, reproduce issues, and document steps to resolution or hand off to Tier 3.

This remote-first role emphasizes customer focus, clear communication, and adherence to SLAs. You will build knowledge base articles, mentor Tier 1 teammates, and collaborate with Engineering on