AI-Powered Tier 2 Support Engineer

Vim; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Equity: stock options

Location: NY Office (US)

Benefits: unlimited PTO, health/dental

Job summary

Vim, a technology company building digital infrastructure for U.S. healthcare, is hiring a customer-facing technical support professional to own Tier 2 support end-to-end from our New York office.

You will leverage AI to triage and resolve complex tickets, build scalable workflows, and become the internal expert on Vim’s platform, contributing to fewer escalations and faster issue closure.

Qualifications

• Three to five years in a technical support or solutions role at a SaaS company.
• Experience using AI-powered tools in daily workflows.
• Experience building support automation with Zapier, Make, or similar.
• Experience in or around healthcare tech (EHRs, clinical workflows) preferred.
• Familiarity with monitoring/analytics tools is a plus.

Responsibilities

• Own Tier 2 support end-to-end: triage, investigate, and resolve complex tickets from account managers and customers.
• Leverage AI to draft responses, summarize issues, identify ticket patterns, and build intelligent triage workflows.
• Run the escalation process: own critical issue escalations across Engineering and Product, keep internal stakeholders informed.
• Build durable support infrastructure: document SOPs, build automation workflows, 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 a handoff.
• Coach Tier 1: review Tier 1 account manager tickets, identify patterns in recurring issues, and build the playbooks that prevent escalation.
• Close the product feedback loop: synthesize support patterns into signals for Product and Engineering; turning repeated friction into roadmap items.

Skills

Technical support

SaaS

AI tooling

Monitoring tools

Tools

Datadog

Mixpanel

New Relic

Job description

Vim, a technology company building digital infrastructure for U.S. healthcare, is hiring a customer-facing technical support professional to own Tier 2 support end-to-end from our New York office.

You will leverage AI to triage and resolve complex tickets, build scalable workflows, and become the internal expert on Vim’s platform, contributing to fewer escalations and faster issue closure.