Tier 2 Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the Tier 2 support queue and address escalated customer inquiries.

• Interact with users via Salesforce ticketing and phone support.

• Assess ticket severity and impact, providing timely updates to customers.

• Diagnose product configuration, user permissions, workflow, and data issues.

• Reproduce reported issues and determine their causes or possible workarounds.

• Explore integration and API-related challenges by reviewing logs, checking connection status, and validating data.

• Forward issues to Tier 3 and Engineering with comprehensive documentation.

• Develop and update knowledge base articles and internal documentation.

• Cultivate product and customer-workflow knowledge to effectively diagnose issues and assist users.

• Mentor first-line support staff and enhance triage and escalation processes.

• Identify recurring issues and trends and report them to the Support lead.

• Convert technical issues into understandable guidance for non-technical users.

• Fulfill SLAs and reporting obligations.

• Ensure support activities comply with security, privacy, and regulatory standards, including HIPAA.

• Assist with additional projects and responsibilities assigned by management.

⛳️ Requirements

• A minimum of 2 years of experience in technical or application support for a SaaS product, preferably in healthcare.

• Proficiency with a ticketing system; Salesforce experience is preferred.

• Knowledge of APIs, HL7, or basic SQL is highly advantageous.

• Strong problem-solving and troubleshooting skills.

• Capability to manage multiple tasks in a fast-paced environment.

• Proficient in writing clear and detailed ticket notes and escalations.

• Ability to articulate technical concepts in straightforward language.

• Willingness to travel as necessary to support customers and engage in team activities.

• Flexibility to work extended hours as required to support important initiatives.

• Candidates must be authorized to work in the United States without sponsorship.

🏝️ Benefits

• Competitive salary with commissions/bonuses.

• 401(k) plan with a company match of up to 4%.

• Comprehensive medical, dental, and vision plans for employees through Cigna.

• Employee-covered plans available for dependents.

• Long Term Disability and Life Insurance coverage.

• Allowances for Home Internet and Wellness.

• 10 Holidays plus 2 Holiday Eves.

• 18 days of Paid Time Off (PTO).

• 18 days of Sick Leave.

• Additional days off for SurgiGive (1 day of volunteering), Birthday Celebration (1 day), and Recharge (3 days).

• Remote-first work environment.

• Opportunities for team meetups, volunteering, and flexible work arrangements.