<p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">This is a non-account management role focused on support, issue resolution, and support operations excellence.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What you’ll do:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">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.</p></li><li><p style="min-height:1.5em">Manage and prioritize incidents based on severity, ensuring timely resolution and clear communication during escalations.</p></li><li><p style="min-height:1.5em">Investigate and resolve complex technical issues through debugging, log analysis, and root cause identification across APIs, integrations, and system components.</p></li><li><p style="min-height:1.5em">Create and maintain internal and customer-facing documentation to improve self-service and team efficiency.</p></li><li><p style="min-height:1.5em">Develop deep expertise in our product and underlying systems to effectively diagnose issues and guide customers and internal teams.</p></li><li><p style="min-height:1.5em">Serve as a liaison between Customer Experience and Engineering by escalating complex issues, improving workflows, and identifying opportunities for product enhancements.</p></li><li><p style="min-height:1.5em">Analyze support trends and metrics to identify recurring issues and drive systemic improvements.</p></li><li><p style="min-height:1.5em">Translate complex technical issues into clear, actionable guidance for both technical and non-technical users.</p></li><li><p style="min-height:1.5em">Ensure adherence to SLAs and reporting requirements to drive and exceed user satisfaction.</p></li><li><p style="min-height:1.5em">Identify opportunities to automate support processes and improve tooling to increase efficiency and reduce manual effort.</p></li><li><p style="min-height:1.5em">Collaborate with vendors (API/HL7) to troubleshoot issues and improve technical efficiency.</p></li><li><p style="min-height:1.5em">Ensure all support activities align with security, privacy, and compliance standards (e.g., HIPAA).</p></li><li><p style="min-height:1.5em">Support additional initiatives and responsibilities as assigned by leadership.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>About you:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">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.</p></li><li><p style="min-height:1.5em">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.</p></li><li><p style="min-height:1.5em">You are a proactive self-starter who remains calm under pressure, effectively prioritizing and managing multiple tasks in a dynamic environment.</p></li><li><p style="min-height:1.5em">You have experience working with APIs (required), and ideally familiarity with HL7; coding or scripting experience is a strong plus.</p></li><li><p style="min-height:1.5em">You’re also comfortable traveling as needed to support customers and participate in team activities.</p></li></ul><p style="min-height:1.5em"></p><h3><strong>Working Conditions</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Remote-first role with occasional travel required</p></li><li><p style="min-height:1.5em">Flexibility to work extended hours as needed to support key initiatives</p></li></ul><p style="min-height:1.5em">_____________________________ </p><p style="min-height:1.5em"></p><h2><strong>Learn more about Surgimate</strong></h2><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Our Product & Mission:</strong> </p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Our Team:</strong> </p><p style="min-height:1.5em">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. </p><p style="min-height:1.5em">Read more about our team & values here:<br><a target="_blank" rel="noopener noreferrer nofollow" href="https://www.surgimate.com/careers/">https://www.surgimate.com/</a><br><a target="_blank" rel="noopener noreferrer nofollow" href="https://us.implantbase.com/">https://us.implantbase.com/</a></p><p style="min-height:1.5em"><a target="_blank" rel="noopener noreferrer nofollow" href="https://opendr.com/">https://opendr.com/</a></p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Our Benefits:</strong> </p><p style="min-height:1.5em">Full time, US based team members can expect: </p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Competitive salary plus commissions/bonus, 401(k) with company match up to 4% </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Medical, dental & vision plans for the employee through Cigna. Plus, employee covered plans available for dependents. </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Long Term Disability and Life Insurance </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Monthly Home Internet & Wellness allowances </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">10 Holidays + 2 Holiday Eves </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">18 days PTO, 18 days Sick Leave </p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Additional days off for SurgiGive (volunteering 1), Birthday Celebration (1) & Recharge (3) </p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><em>Our benefits may vary by country. Please ask your recruiting contact if you have any questions. </em> </p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><em>Applicants must be authorized to work in the United States without sponsorship.</em> </p>