{"id":2730318,"url":"https://alion.io/job/surgimate-tier-2-support-engineer","title":"Tier 2 Support Engineer","company":{"id":688664,"name":"Surgimate","domain":"surgimate.com","url":"https://alion.io/company/surgimate","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-16T16:51:32Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-18T04:33:34Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Support Engineer (Tier 2) resolves escalated technical and functional issues for Surgimate clients. This role picks up tickets that move beyond first-line support and owns them through resolution, or through a well-documented handoff to Tier 3 and Engineering.\nThis individual will troubleshoot product configuration, workflow, and data issues, reproduce reported problems, and gather the evidence needed to resolve or escalate them quickly. They will communicate clearly with customers throughout and meet service level expectations.\nThis is a non-account management role focused on support, issue resolution, and building a strong foundation of product and technical knowledge.\nWhat you'll do:\nWork the Tier 2 support queue, resolving escalated customer inquiries promptly and with a strong customer-centric focus. Engage with users through our ticketing system (Salesforce) and phone support.\n\nPrioritize tickets by severity and impact, keeping customers informed with clear, timely updates.\n\nTroubleshoot product configuration, user permissions, workflow, and data issues; reproduce reported problems and identify the cause or a workaround.\n\nPerform first-level technical investigation of integration and API-related issues (reviewing logs, checking connection status, validating data) before escalating to Tier 3.\n\nEscalate issues to Tier 3 and Engineering with complete documentation: steps to reproduce, impact, evidence gathered, and actions already taken.\n\nCreate and maintain knowledge base articles and internal documentation, including known issues and workarounds, to improve self-service and team efficiency.\n\nBuild deep expertise in our product and customer workflows to diagnose issues accurately and guide users confidently.\n\nSupport and coach first-line support on common issues, and help refine triage and escalation criteria.\n\nFlag recurring issues and trends to the Support lead to inform product improvements and process changes.\n\nTranslate technical issues into clear, actionable guidance for non-technical users.\n\nMeet SLAs and reporting requirements to drive and exceed user satisfaction.\n\nEnsure all support activities align with security, privacy, and compliance standards (e.g., HIPAA).\n\nSupport additional initiatives and responsibilities as assigned by leadership.\n\nOther duties as assigned by management.\n\nAbout you:\nYou bring 2+ years of experience in technical or application support for a SaaS product, ideally in healthcare. You thrive in fast-paced, startup environments and want to grow toward a senior technical support role.\n\nYou're equally comfortable digging into a tricky issue or handling smaller requests with care - no ticket is too big or too small. You enjoy problem-solving, learning new systems, and seeing issues through to resolution.\n\nYou are a proactive self-starter who stays calm under pressure and can prioritize multiple tasks in a dynamic environment.\n\nYou write clear, thorough ticket notes and escalations, and you can explain technical concepts in plain language.\n\nYou have experience with a ticketing system (Salesforce preferred). Familiarity with APIs, HL7, or basic SQL is a strong plus.\n\nYou're also comfortable traveling as needed to support customers and participate in team activities.\n\nWorking Conditions\nRemote-first role with occasional travel required\n\nFlexibility to work extended hours as needed to support key initiatives\n\n___________________________________________________\nLearn more about Surgimate\nOur Product & Mission:\nAt Surgimate, we’re one company with three powerful platforms - Surgimate, ImplantBase, and openDoctor - working together to transform how surgeries are coordinated and delivered. Each platform supports a different phase of the surgical journey, from patient access and scheduling to implant management and post-operative care. United under one mission, we’re building the essential operating system for surgical orchestration - helping providers deliver faster, smarter, and safer care.\nOur Team:\nAt Surgimate, we are a remote first team distributed across the US with R&D Centers in Israel & India. We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly.\nRead more about our team & values here:\nhttps://www.surgimate.com/\nhttps://us.implantbase.com/\nhttps://opendr.com/\nOur IMPACT:\nEverything we do is guided by IMPACT - the values that shape how we work together and show up for our customers:\nIntegrity - we do the right thing, even when no one's watching\n\nMission-Driven - we're motivated by the impact we have on patients and providers\n\nProgress Every Day - we push ourselves to keep learning and improving\n\nAccountability - we own our work and our outcomes\n\nCustomer-Centric - we put our customers at the center of every decision\n\nTeam - we win together\n\nOur Benefits:\nFull time, US based team members can expect:\nCompetitive salary plus commissions/bonus, 401(k) with company match up to 4%\n\nMedical, dental & vision plans for the employee through Cigna. Plus, employee covered plans available for dependents.\n\nLong Term Disability and Life Insurance\n\nHome Internet & Wellness allowances\n\n10 Holidays + 2 Holiday Eves\n\n18 days PTO, 18 days Sick Leave\n\nAdditional days off for SurgiGive (volunteering 1), Birthday Celebration (1) & Recharge (3)\n\nApplicants must be authorized to work in the United States without sponsorship. \nWe are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.","description_format":"text","description_chars":5684,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Scheduling & Booking Software"],"lifecycle":[{"event":"open","at":"2026-10-16T17:41:44Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":197500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":true},"html_url":"https://alion.io/job/surgimate-tier-2-support-engineer","json_url":"https://alion.io/job/surgimate-tier-2-support-engineer.json","meta":{"generated_at":"2026-10-18T07:48:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11631,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688664},"rest":"https://alion.io/mcp/rest/get_company?id=688664"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsurgimate-tier-2-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsurgimate-tier-2-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsurgimate-tier-2-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/surgimate-tier-2-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsurgimate-tier-2-support-engineer"}]}