THE PROBLEM YOU'LL SOLVE
Vim embeds clinical intelligence directly into EHR workflows, powering value-based care (VBC) at the point of care. The technical support team is the critical bridge between what the platform promises and what providers experience. As the VBC business grows, so does complexity. Ticket volume is rising, escalations take too long, and supporting provider-facing, EHR-integrated workflows requires deeper technical and domain expertise. That’s what this role fixes.
WHAT YOU'LL DO
Lead, build, and get your hands dirty
- Lead a team of technical support specialists supporting healthcare providers, health systems, and value-based care organizations using Vim within their EHR workflows.
- Own the support function end-to-end for VBC: ticket workflows, escalation paths, SLA adherence, and tooling—supporting complex provider-facing workflows, EHR integrations, and value-based care use cases.
- Develop and implement strategies You understand the realities of provider workflows and value-based care environments (e.g., attribution, care gaps, clinical decision support) and how technology fits into them.
- You’re fluent in troubleshooting software systems, integrations, and data issues—and can diagnose before escalating.
- You have experience working with or supporting EHR-integrated products (Epic, Cerner, athenahealth, etc.).
- You thrive in a player/coach role: willing to jump into tickets while also designing systems that reduce future load.
- You’re a strong communicator with both technical and non-technical audiences, especially healthcare providers and operations teams
- Build AI processes and automation workflows to streamline support operations, reduce manual effort, and enhance team efficiency.
WHAT SUCCESS LOOKS LIKE
Within six months, the support function runs differently
- SLA performance improves and escalations to Engineering drop measurably.
- The team operates with clarity on priorities, processes, and standards; you didn't have to be in every thread.
- Cross-functional partners trust you to own issues end-to-end and close loops without hand-holding.
- AI-driven support systems are fully integrated, with automated triage and resolution workflows significantly reducing manual ticket handling time.
YOU SHOULD APPLY IF
You've done this before, and done it well
- You have 3 to 5 years as a technical support engineer inside a fast-paced SaaS company.
- You've led a technical support team and can point to concrete outcomes: SLA improvements, reduced escalation rates, team development.
- You're fluent in software troubleshooting and installations, and you can diagnose before you escalate.