VBC Tech Support Lead (AI-Driven EHR)

Vim; New York (NY); Hybrid; USD 125,000 - 145,000; Full time

Benefits offered by this job

Equity stock options

Comprehensive benefits from day one

Job summary

Vim in NYC is seeking a seasoned technical support leader to scale our value-based care platform within EHR workflows. You will lead a team of specialists serving providers, health systems, and VBC environments, while owning end-to-end support processes from triage to resolution.

The role emphasizes AI-native operations, cross-functional collaboration, and hands-on ticket work. You will design scalable systems, implement analytics tools, and mentor the team as the VBC business grows in a hybrid

Qualifications

• 3-5 years of experience as a technical support engineer in a fast-paced SaaS company.
• Led a technical support team with measurable outcomes (SLA improvements, reduced escalations).
• Fluent in software troubleshooting and installations; ability to diagnose before escalation.
• AI-native operator embedding AI and automation into support workflows, using LLMs and automation platforms.

Responsibilities

• Lead a team of technical support specialists for healthcare providers, health systems, and value-based care organizations using Vim within EHR workflows.
• Own the support function end-to-end for VBC: ticket workflows, escalation paths, SLA adherence, and tooling.

Skills

Technical support

Team leadership

AI & automation

SaaS

Tools

CoralLogic

Mixpanel

SQL

Zendesk

Job description

Vim in NYC is seeking a seasoned technical support leader to scale our value-based care platform within EHR workflows. You will lead a team of specialists serving providers, health systems, and VBC environments, while owning end-to-end support processes from triage to resolution.

The role emphasizes AI-native operations, cross-functional collaboration, and hands-on ticket work. You will design scalable systems, implement analytics tools, and mentor the team as the VBC business grows in a hybrid