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Lead Product Support Engineer

About Surgimate

At Surgimate, we envision a world where surgical care coordination is effortless rather than a burden. We have built a market-leading digital health product and brand position, counting some of the most reputable surgical practices in the US among our customers. We are excited to bring on innovative & customer centric Mate’s to join us in revolutionizing surgical care! 

About The Role

As the Lead Product Support Engineer at Surgimate, you will ensure customer centricity at the front lines of supporting our users. This person will manage our support desk and communications, troubleshoot technical and non-technical inquiries, and build support documentation and workflow efficiencies. Surgimate is excited for this person to drive a proactive technical support function and provide a phenomenal user experience as we continue to scale as an organization.  

The Lead Product Support Engineer will report into the Senior Manager of Technical Services and liaison between our Customer Experience and Engineering functions. This role is currently an Individual Contributor and will spearhead the development of our support function at Surgimate. 

This role is fully remote within the continental US. Some travel is expected to support our customers at their medical practice locations and for team activities.  

The salary range for this position is $90,000- $115,000 based on candidate's experience, plus a performance incentivized bonus. 

What you’ll do: 

  • Own our technical support queue- efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone.  

  • Innovate and improve technical support workflows and documentation to set us up for scale and a proactive approach to support.  

  • Act as liaison between Customer Experience and Engineering- escalating complex issues, building better workflows and identifying product improvements.  

  • Ensure we are upholding our SLA and reporting requirements to drive and exceed user satisfaction.  

  • Work with vendors (API/HL7) to troubleshoot and improve our technical efficiency.  

About you: 

  • Experience building technical support workflows, documentation and reporting. This position is a great match for someone with startup experience who may be or is reaching to a technical lead position in the future. 

  • No ticket is too big or too small- you're excited to navigate the weeds or escalate and partner with engineering on more complex tickets. You love to problem solve, dig into new things and follow through solutions to the end. 

  • Strong self starter, cool under pressure and able to juggle many things at once.  

  • Experience working with API (required) and HL7, some coding skills a bonus. 

  • Ability to travel to customers and for team activities 

_____________________________ 

Learn more about Surgimate: 

Our Product & Mission: 

At Surgimate, we are a SaaS company on a mission to change how healthcare practices coordinate the most important part of their business – surgery.  

Our goal is to replace the slow, inefficient and fragmented back-office processes of the past by building a platform that is the source of truth for practices unifying data, surgeons, patients and staff around a failsafe workflow- reducing admin workload, eliminating delays and driving outstanding patient experiences, all while boosting practice profitability.  Here, every surgery counts. 

Our Team: 

At Surgimate, we are a remote first team of 35+ Mates distributed across the US and Israel (R&D Center). We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly.  

Read more about our team & values here: https://www.surgimate.com/careers/ 

Our Interview Process: 

Our interview process is thorough- aiming to ensure that each person that joins our team is the right fit and providing ample information for you to assess if Surgimate is the right fit for you, too.  

While the process may differ between teams and roles, you can generally expect the process to be: 

  • Intro call with Recruiting (20 mins) 

  • Workplace Insights via Criteria (25 mins- you'll receive your personal insights report!) 

  • Hiring Manager Interview (45-60 minutes)  

  • Technical Interview (Take home)  

  • Team Interview (1.5 hours)  

  • Executive Interview (20 minutes)  

  • References & Background Check

Our Benefits: 

Full time, US based team members can expect: 

  • Competitive salary plus commissions/bonus, 401(k) with company match up to 4%   

  • 100% employer covered medical, dental & vision plans for the employee through UHC. Plus, employer subsidized plans available for dependents.   

  • FSA, Mental health & EAP programs, Long Term Disability and Life Insurance   

  • Home Internet, Meal & Wellness allowances  

  • Home Office Setup & Equipment (Mac or PC of your choice!) 

  • Flexible Time Off- 9 Holidays + 2 Holiday Eves, 18 days PTO, 18 days Sick Leave   

  • Additional days off for SurgiGive (volunteering: 1), Birthday Celebration (1) & Recharge (3)  

Our benefits may vary by country. Please ask your recruiting contact if you have any questions.   

Average salary estimate

$102500 / YEARLY (est.)
min
max
$90000K
$115000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Lead Product Support Engineer, Surgimate

At Surgimate, we dream of a world where surgical care coordination is seamless rather than stressful, and we’re looking for a talented Lead Product Support Engineer to help us achieve this vision! You'll play a vital role in ensuring our users receive top-notch support as you manage our support desk, tackle technical and non-technical queries, and create efficient workflows that keep our customers happy. In this fully remote role, you’ll report to the Senior Manager of Technical Services, bridging the gap between our Customer Experience and Engineering teams. With a salary between $90,000 and $115,000 depending on your experience, along with a performance-based bonus, it’s a fantastic opportunity for those who thrive in dynamic environments. You'll be responsible for handling our technical support queue, communicating with our users via a ticketing system and phone, and driving a proactive technical support function that leads to exceptional user experiences. Your expertise in building technical support workflows, along with your ability to troubleshoot complex issues and collaborate with engineering, will set you apart. Join us in revolutionizing surgical care while enjoying perks like flexible working hours, remote team meetups, and comprehensive benefits including 100% employer-covered medical plans. Ready to innovate with us? Let’s make every surgery count!

Frequently Asked Questions (FAQs) for Lead Product Support Engineer Role at Surgimate
What are the key responsibilities of a Lead Product Support Engineer at Surgimate?

As the Lead Product Support Engineer at Surgimate, your primary responsibilities include managing the technical support queue, troubleshooting customer inquiries efficiently, and innovating support workflows. You will serve as a liaison between the Customer Experience and Engineering teams, escalating complex issues, and ensuring compliance with service level agreements (SLAs) while striving to exceed user satisfaction.

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What qualifications are required for the Lead Product Support Engineer position at Surgimate?

To be a successful Lead Product Support Engineer at Surgimate, candidates should have experience in developing technical support workflows and documentation. Familiarity with APIs and HL7 protocols is essential, while coding skills are a plus. The ideal candidate should also be a strong self-starter who can handle pressure and effectively manage multiple tasks.

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How will the Lead Product Support Engineer at Surgimate interact with customers?

In the role of Lead Product Support Engineer at Surgimate, you will interact with customers primarily through our ticketing system and phone communications. Your mission will be to troubleshoot and resolve customer inquiries while upholding our customer-centric values, ensuring that every interaction contributes to a positive user experience.

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Is the Lead Product Support Engineer position at Surgimate remote?

Yes, the Lead Product Support Engineer position at Surgimate is fully remote for candidates based in the continental US. However, some travel may be required to visit customers at their medical practice locations and to participate in team activities.

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What are some benefits of working as a Lead Product Support Engineer at Surgimate?

Working as a Lead Product Support Engineer at Surgimate comes with several benefits, including a competitive salary, performance bonuses, 100% employer-covered medical, dental, and vision plans, as well as flexible time off. Additionally, you’ll have opportunities for professional growth, team meetups, and a supportive remote work culture.

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Common Interview Questions for Lead Product Support Engineer
What experience do you have with technical support workflows?

In answering this question, reflect on specific instances where you built or improved technical support workflows. Discuss the techniques you utilized, the outcomes you achieved, and how these experiences will translate into your role as Lead Product Support Engineer at Surgimate.

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How would you handle a challenging customer inquiry?

When addressing a challenging customer inquiry, focus on your problem-solving skills and customer-centric approach. Describe how you would actively listen to the customer, ask clarifying questions, troubleshoot the issue, and follow up to ensure resolution – all practices that align with Surgimate’s values.

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What tools or systems are you familiar with for managing support tickets?

Outline any specific ticketing systems you’ve used in your previous roles, such as Zendesk or JIRA. Highlight your ability to navigate these tools effectively, organize your workflow, and ensure timely responses to customer issues, which is critical in the Lead Product Support Engineer role at Surgimate.

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Can you discuss your experience with APIs?

When responding, provide details about your hands-on experience with APIs in past roles. Describe the types of integrations you’ve worked on, troubleshooting processes, and specific challenges you overcame, emphasizing how this knowledge will benefit you in your role at Surgimate.

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How do you prioritize multiple support tickets?

Explain your process for prioritization, such as evaluating the urgency and impact of each ticket. Share any frameworks or systems you follow and illustrate your ability to manage multiple tasks while maintaining a high level of customer satisfaction, which is paramount in this role.

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What steps do you take to ensure clear communication with customers?

Discuss the importance of transparent, empathetic communication in customer support. Share tactics such as acknowledging the customer’s concerns, providing timely updates, and summarizing solutions effectively to ensure clarity, aligning with the customer-first approach at Surgimate.

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Describe a time when you had to collaborate with an engineering team.

Offer an example of a project or situation where collaboration with engineering was necessary. Focus on the methods you employed to foster effective communication between teams and the results of the collaboration, demonstrating your capability in the Lead Product Support Engineer position at Surgimate.

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What motivates you in a remote work environment?

Share what drives you while working remotely, such as flexibility, autonomy, or the opportunity to balance work with personal life. Highlight how your self-motivation and organization skills align with the remote-first culture at Surgimate, where your contributions will be impactful.

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How do you plan to contribute to Surgimate’s mission?

Articulate your understanding of Surgimate’s mission in transforming surgical care coordination. Discuss specific ways you can leverage your skills and experience as a Lead Product Support Engineer to enhance user experiences and contribute to the company's overall vision.

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What professional development goals do you have as a Lead Product Support Engineer?

Identify areas of professional growth you aspire to achieve in the role. This could include advancing your technical skills, enhancing leadership capabilities, or expanding your industry knowledge, showing your commitment to continuous improvement and aligning with Surgimate's values.

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Surgimate's software streamlines the surgical coordination workflow, enabling practices to book surgeries faster, maximize block-time, and capture untapped revenue. Schedulers monitor the schedule through a shared calendar that connects managers, ...

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March 13, 2025

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