Tier 3 Support Engineer
S
SurgimateHealthcare SaaS
USA - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SalesforceRESTful APIsScriptingDebugging
Requirements
- Experience building and improving technical support workflows, documentation, and reporting
- Thrives in fast-paced, startup environments
- Growing into (or already operating at) a technical lead level, with a desire to take ownership and drive impact
- Comfortable diving into the details of complex issues or handling smaller tasks
- Enjoys problem-solving, exploring unfamiliar systems, and seeing issues through to resolution
- Proactive self-starter who remains calm under pressure
- Effectively prioritizing and managing multiple tasks in a dynamic environment
- Experience working with APIs (required)
- Familiarity with HL7 (ideal)
- Coding or scripting experience (strong plus)
- Comfortable traveling as needed to support customers and participate in team activities
Responsibilities
- 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.
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