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 

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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.