Tier 2 Support Engineer- NY THE PROBLEM YOU'LL SOLVEOwn the gap between a deployed product and a provider who actually uses it
Vim's platform reaches 50,000+ clinical users; but deployed doesn't mean performing. Every ticket that goes unanswered, every workflow that breaks quietly, every issue that escalates late; that's where patient outcomes slip. You're the person who stops that.
WHAT YOU'LL DOResolve complex issues, build the systems that prevent them
- Own Tier 2 support end-to-end: triage, investigate, and resolve complex tickets from account managers and customers; independently or by pulling in Engineering and Product a at the perfect time.
- Leverage AI to maximize efficiency: draft responses, summarize issues, identify ticket patterns, and build intelligent triage workflows that make manual work obsolete.
- Run the escalation process: own critical issue escalations across Engineering and Product, keep internal stakeholders informed, and close the loop with customers without waiting to be asked.
- Build durable support infrastructure: document SOPs, build automation workflows (Zapier, Make, or similar), and create scalable systems that grow with the product.
- Become the internal expert: develop deep knowledge of Vim's platform, features, and internal tooling so you can debug anything without needing a handoff.
- Coach Tier 1: review Tier 1 account manager tickets, identify patterns in recurring issues, and build the playbooks that prevent escalation before it happens.
- Close the product feedback loop: synthesize support patterns into signals for Product and Engineering; turning repeated friction into roadmap items.
WHAT SUCCESS LOOKS LIKETickets close faster. Issues stop recurring. Providers stay
- Resolution time drops because your AI-powered triage and workflows remove the manual steps that slow everything down.
- Escalations become rarer, not because you're deflecting them; but because the systems you built catch issues before they grow.
- Providers don't churn over support experiences, they stay because issues get resolved clearly, quickly, and without friction.
YOU SHOULD APPLY IF- You debug like an engineer and build like a founder
- You have three to five years in a technical support or solutions role at a SaaS company; with a track record of closing complex issues independently.
- AI is already in your daily workflow: you use LLMs, copilots, or AI-powered tools to work faster and smarter; not occasionally, but constantly.
- You've built support automation: Zapier, Make, or similar; and you know the difference between a workflow that saves one hour and one that scales indefinitely.
- You're comfortable with technical environments: web application troubleshooting, API behavior, authentication flows, browser-based debugging; you don't need hand-holding to navigate these.
- You've worked in or around healthcare tech: EHRs, clinical workflows, or payer-provider data flows aren't foreign territory.
- Nice to have You've used monitoring and analytics tools: Datadog, Mixpanel, New Relic, or similar; to diagnose issues before users report them.
YOU SHOULD NOT APPLY IF- Be honest with yourself before applying
- Your experience is strictly internal IT support. We need a customer-facing professional who excels at troubleshooting complex SaaS applications.
- You treat AI as optional or something to experiment with someday.
- You prefer reactive support waiting for tickets to arrive instead of building the systems that reduce their volume.
- We need someone hunting the patterns.
- You've never written a script, read an API log, or used a monitoring tool in a professional context.
- The technical floor here is real.You need a manager to assign your priorities.
- This role requires independent judgment on what to escalate, what to automate, and when to pull in Engineering.
COMPENSATION & DETAILS$90K-$120K base + performance bonus + equity- Salary: $90,000-$120,000 base depending on experience
- Equity: stock options
- Location: NY Office (US)
- Benefits: unlimited PTO, full health/dental/vision coverage, 401(k), continuous learning support
WHY THIS ROLEBuild the support function that 50,000 clinical users depend onVim's platform touches real clinical decisions in 13,000+ provider organizations. The support function you're joining isn't a cost center; it's a direct line to whether providers trust the platform enough to keep using it. What you build here has measurable impact on how care gets delivered.
This is a role for someone who wants to own something, not manage a queue. You'll have the tools, the trust, and the scope to build a support operation that's genuinely AI-native; not a traditional support team with an AI bolt-on.
