Tier 2 Support Engineer (Fully Remote)

Surgimate; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote-first team

Job summary

Surgimate is a remote-first company delivering an operating system for surgical orchestration, with scheduling, implant management, and post-operative care platforms. The team operates across the US, with R&D centers in Israel and India, offering flexible work and periodic meetups.

We are seeking a Tier 2 support professional with healthcare SaaS experience to handle escalations, collaborate with customers, and help build knowledge resources for the frontline team.

Qualifications

• 2+ years of SaaS support experience, ideally in healthcare.
• Familiar with Salesforce, APIs, HL7, or SQL.

Responsibilities

• Resolve escalated issues and own tickets through resolution.
• Communicate clearly with customers and meet SLAs.
• Work the Tier 2 queue, prioritize tickets, and provide updates.
• Investigate API/integration issues and escalate with documentation.
• Create knowledge base articles and coach first-line support.

Skills

SaaS support

Tier 2 support

Customer service

Tools

Salesforce

APIs

HL7

SQL

Job description

• Resolve escalated issues and own tickets through resolution.
• Communicate clearly with customers and meet SLAs.

What You'll Do:

• Work the Tier 2 queue, prioritize tickets, and provide updates.
• Investigate API/integration issues and escalate with documentation.
• Create knowledge base articles and coach first-line support.

About You:

• 2+ years of SaaS support experience, ideally in healthcare.
• Familiar with Salesforce, APIs, HL7, or SQL.

Surgimate

Surgimate builds an operating system for surgical orchestration, with platforms for scheduling, implant management, and post-operative care. They are a remote-first team across the US with R&D centers in Israel and India, offering flexible work and meetups.