Tier 2 Support Engineer
New
S
SurgimateHealthcare software
USA - RemoteFull-TimeMiddle
SalaryAnnual Salary $70K – $85K
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Job Details
- Experience
- 2+ years of experience in technical or application support for a SaaS product
- Required Skills
- SQLSalesforceSaaSHIPAATechnical support
Requirements
- Have 2+ years of experience in technical or application support for a SaaS product.
- Bring experience with a ticketing system; Salesforce is preferred.
- Be comfortable investigating technical issues and handling smaller support requests.
- Be able to prioritize multiple tasks in a dynamic environment and stay calm under pressure.
- Write clear, thorough ticket notes and escalations.
- Explain technical concepts in plain language.
- Be willing to travel as needed to support customers and participate in team activities.
- Be flexible to work extended hours as needed to support key initiatives.
- Familiarity with APIs, HL7, or basic SQL is a plus.
- Healthcare SaaS support experience is preferred.
Responsibilities
- Resolve escalated customer inquiries in the Tier 2 support queue through Salesforce and phone support.
- Prioritize tickets by severity and impact, and provide customers with timely updates.
- Troubleshoot product configuration, user permissions, workflow, and data issues; reproduce problems and identify causes or workarounds.
- Investigate integration and API-related issues by reviewing logs, checking connection status, and validating data.
- Escalate issues to Tier 3 and Engineering with reproduction steps, impact, evidence, and actions taken.
- Create and maintain knowledge base articles and internal documentation, including known issues and workarounds.
- Support and coach first-line support and help refine triage and escalation criteria.
- Report recurring issues and trends to the Support lead to inform product and process improvements.
- Explain technical issues in actionable terms for non-technical users and meet SLAs and reporting requirements.
- Follow security, privacy, and compliance standards, including HIPAA.
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