Technical Support Engineer- AI Native

Vim•New York, NY

10h•Hybrid

About The Position

Own 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. We're not looking for a classic support rep who routes tickets and writes knowledge base articles. We need someone who uses AI the way a senior engineer uses code; as a core tool for moving faster, diagnosing deeper, and building systems that don’t require constant human intervention.

Requirements

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 used monitoring and analytics tools: Datadog, Mixpanel, New Relic, or similar; to diagnose issues before users report them.

Nice To Haves

You've worked in or around healthcare tech: EHRs, clinical workflows, or payer-provider data flows aren't foreign territory.

Responsibilities

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 at the right moment.
Use AI as your primary tool, not a supplement: 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.