Technical Support Engineer- AI Native

About the Role

Vim's platform reaches over 50,000 clinical users. This role focuses on bridging the gap between a deployed product and its effective use by providers. You will be instrumental in ensuring the platform performs as intended, preventing patient outcomes from slipping due to unanswered tickets, broken workflows, or late escalations.

We are seeking a **Technical Support Engineer, AI-Native** who leverages AI as a core tool for rapid diagnosis, deeper insights, and building systems that minimize human intervention, rather than just routing tickets or writing knowledge base articles.

What You'll Do

• Own Tier 2 support end-to-end: Triage, investigate, and resolve complex tickets from account managers and customers, independently or by engaging Engineering and Product as needed.
• Use AI as your primary tool: Draft responses, summarize issues, identify ticket patterns, and build intelligent triage workflows to automate manual tasks.
• Run the escalation process: Manage critical issue escalations across Engineering and Product, keep internal stakeholders informed, and ensure timely communication with customers.
• Build durable support infrastructure: Document Standard Operating Procedures (SOPs), create automation workflows using tools like Zapier or Make, and develop scalable systems that evolve with the product.
• Become the internal expert: Develop deep knowledge of Vim's platform, features, and internal tooling to facilitate independent debugging.
• Coach Tier 1: Review Tier 1 account manager tickets, identify recurring issue patterns, and develop playbooks to prevent escalations.
• Close the product feedback loop: Synthesize support patterns into actionable signals for Product and Engineering, translating recurring friction into roadmap items.

What Success Looks Like

• **Resolution time drops** due to AI-powered triage and efficient workflows.
• **Escalations become rarer** because proactive systems catch issues before they escalate.
• **Providers remain engaged** with the platform, experiencing clear, quick, and frictionless issue resolution.

Requirements

You should apply if you have three to five years of experience in a technical support or solutions role at a SaaS company, with a proven ability to resolve complex issues independently. Your daily workflow already incorporates AI, utilizing LLMs, copilots, or other AI-powered tools consistently for enhanced efficiency.

You have a track record of building support automation using tools like Zapier or Make, understanding the difference between a minor time-saver and a scalable solution. You are comfortable in technical environments, adept at **web application troubleshooting**, understanding **API behavior**, managing **authentication flows**, and performing **browser-based debugging**. Experience in healthcare tech, including **EHRs**, **clinical workflows**, or **payer-provider data flows**, is a plus. You are also proficient with monitoring and analytics tools such as **Datadog**, **Mixpanel**, or **New Relic** for proactive issue diagnosis.

You should not apply if you consider AI optional, prefer reactive support over proactive system building, lack experience with scripting or API logs, or require constant managerial direction for priorities.

Compensation & Details

• Salary: $80,000–$110,000 base depending on experience
• Equity: Stock options
• Reporting to: Head of Provider Success & Support
• Location: NYC - 3 days a week from the office
• Benefits: Unlimited PTO, full health/dental/vision coverage, 401(k), continuous learning support