Tier 2 - Support Engineer

WHAT YOU'LL DO Resolve 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 LIKE Tickets 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 - Salary: $90,000-$110,000 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 ROLE Build the support function that 50,000 clinical users depend on Vim'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.

Vim is proud to be an equal-opportunity employer with a high interest in creating a diverse and inclusive work environment. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender/gender identity, age, military/veteran status, disability, or other legally protected characteristics.

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