Support Engineer (Tier 2) - SaaS Technical Support

The Support Engineer (Tier 2) resolves escalated technical and functional issues for Surgimate clients. This role handles tickets that exceed first-line support and ensures resolution through documentation or escalation to Tier 3 and Engineering.

Key responsibilities include troubleshooting product configuration, workflow, and data issues, reproducing reported problems, and gathering evidence for quick resolution. Clear communication with customers and adherence to service level expectations are critical.

This is a non-account management role focused solely on support, issue resolution, and building deep product and technical knowledge.

What You’ll Do:

• Work the Tier 2 support queue, resolving escalated customer inquiries promptly with a customer-centric focus. Engage via Salesforce ticketing system and phone support.
• Prioritize tickets by severity and impact, keeping customers informed with clear, timely updates.
• Troubleshoot product configuration, user permissions, workflow, and data issues; reproduce problems and identify causes or workarounds.
• Perform first-level technical investigation of integration and API-related issues (reviewing logs, checking connection status, validating data) before escalation.
• Escalate issues to Tier 3 and Engineering with complete documentation: reproduction steps, impact, evidence, and actions taken.
• Create and maintain knowledge base articles and internal documentation, including known issues and workarounds.
• Build deep expertise in product and customer workflows to diagnose issues accurately and guide users confidently.
• Support and coach first-line support on common issues, refining triage and escalation criteria.
• Flag recurring issues and trends to the Support lead for product improvements and process changes.
• Translate technical issues into clear, actionable guidance for non-technical users.
• Meet SLAs and reporting requirements to drive and exceed user satisfaction.
• Ensure all support activities align with security, privacy, and compliance standards (e.g., HIPAA).
• Support additional initiatives as assigned by leadership.

About You:

• You have 2+ years of experience in technical or application support for a SaaS product, ideally in healthcare.
• You thrive in fast-paced, startup environments and aim to grow toward a senior technical support role.
• You balance complex troubleshooting with handling smaller requests, enjoying problem-solving and learning new systems.
• You are a proactive self-starter who stays calm under pressure and prioritizes multiple tasks in a dynamic environment.
• You write clear, thorough ticket notes and escalations, explaining technical concepts in plain language.
• Experience with a ticketing system (Salesforce preferred). Familiarity with APIs, HL7, or basic SQL is a plus.
• You are comfortable with occasional travel to support customers and team activities.