Tier 3 Support Engineer

📋 Description

• • The Tier 3 Support Engineer at Surgimate Inc. is responsible for delivering high-quality technical and functional support to clients, serving as the primary point of contact for inbound support requests and owning issues from initial intake through resolution.
• • Day-to-day responsibilities include owning and managing the technical support queue via Salesforce and phone, prioritizing incidents by severity, troubleshooting complex product and workflow issues through debugging and log analysis, creating and maintaining internal and customer-facing documentation, developing deep product expertise, acting as a liaison between Customer Experience and Engineering, analyzing support trends to drive improvements, translating technical issues into clear guidance for users, ensuring SLA adherence, identifying automation opportunities, collaborating with vendors on API/HL7 integrations, and ensuring compliance with security and privacy standards like HIPAA.
• • Surgimate is a remote-first company with R&D centers in Israel and India, building an integrated surgical orchestration platform through its Surgimate, ImplantBase, and openDoctor products to transform surgical coordination and delivery. The team values flexibility, collaboration, and mission-driven work, offering opportunities for meetups, volunteering, and flexible work arrangements.
• • In this role, the individual will develop deep technical expertise in healthcare technology systems, strengthen cross-functional collaboration skills, gain experience in support operations excellence and process automation, improve technical communication abilities, and grow into a technical lead position by driving systemic improvements and owning complex issue resolution from start to finish.