Tier 2 Support Engineer

Surgimate

. Work the Tier 2 support queue and resolve escalated customer inquiries .

Posted 10/16/2026full-timeRemote • United StatesJuniorMid-Level💰 $70,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Tier 2 technical support for SaaS products, with a strong focus on troubleshooting, customer communication, and compliance with security standards such as HIPAA. Proficient in using Salesforce for ticket management and capable of translating technical issues for non-technical users.

Highest-signal resume keywords

Technical Support ExperienceSalesforce ProficiencyTroubleshooting SkillsAPI FamiliarityHIPAA Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingAPI IntegrationSQLProduct ConfigurationUser PermissionsWorkflow ManagementData ValidationTicketing SystemsKnowledge Base Management

Soft Skills

Problem-SolvingCommunicationPrioritizationCoachingFlexibility

Tools & Technologies

SalesforceTicketing Systems

Industry Keywords

SaaSHealthcareHIPAAIntegrationUser Support

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Work the Tier 2 support queue and resolve escalated customer inquiries
Engage with users through Salesforce ticketing and phone support
Prioritize tickets by severity and impact and provide timely customer updates
Troubleshoot product configuration, user permissions, workflow, and data issues
Reproduce reported 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 complete documentation
Create and maintain knowledge base articles and internal documentation
Build product and customer-workflow expertise to diagnose issues and guide users
Support and coach first-line support and refine triage and escalation criteria
Flag recurring issues and trends to the Support lead
Translate technical issues into actionable guidance for non-technical users
Meet SLAs and reporting requirements
Align support activities with security, privacy, and compliance standards, including HIPAA
Support additional initiatives and responsibilities assigned by leadership

Requirements

What you’ll need

2+ years of experience in technical or application support for a SaaS product, ideally in healthcare
Experience with a ticketing system; Salesforce preferred
Familiarity with APIs, HL7, or basic SQL is a strong plus
Strong troubleshooting and problem-solving abilities
Ability to prioritize multiple tasks in a dynamic environment
Ability to write clear, thorough ticket notes and escalations
Ability to explain technical concepts in plain language
Comfortable traveling as needed to support customers and participate in team activities
Flexibility to work extended hours as needed to support key initiatives
Applicants must be authorized to work in the United States without sponsorship

Benefits

Comp & perks

Competitive salary plus commissions/bonus
401(k) with company match up to 4%
Medical, dental & vision plans for the employee through Cigna
Employee covered plans available for dependents
Long Term Disability and Life Insurance
Home Internet & Wellness allowances
10 Holidays + 2 Holiday Eves
18 days PTO
18 days Sick Leave
Additional days off for SurgiGive (volunteering 1), Birthday Celebration (1) & Recharge (3)
Remote-first work arrangement
Opportunities to spend time together at meetups, volunteer, and work flexibly