Technical Support Team Lead

Vim•New York, NY

3h•$125,000 - $145,000•Hybrid

About The Position

Vim embeds clinical intelligence directly into EHR workflows, powering value-based care (VBC) at the point of care. The technical support team is the critical bridge between what the platform promises and what providers experience. As the VBC business grows, so does complexity. Ticket volume is rising, escalations take too long, and supporting provider-facing, EHR-integrated workflows requires deeper technical and domain expertise. This role aims to fix these issues by leading, building, and actively participating in the technical support function.

Requirements

3 to 5 years as a technical support engineer inside a fast-paced SaaS company.
Experience leading a technical support team with concrete outcomes: SLA improvements, reduced escalation rates, team development.
Fluency in software troubleshooting and installations, and ability to diagnose before escalating.
AI-native operator who actively embeds AI and automation into support workflows.
Thrive in a player/coach role: willing to jump into tickets while also designing systems that reduce future load.
Strong communicator in writing and in conversation, for internal and external audiences.
Experience working with or supporting EHR-integrated products (Epic, Cerner, athenahealth, etc.).
Comfortable with a hybrid NYC setup, requiring in-person presence.

Nice To Haves

Digital health or EHR experience is a real advantage.
Hands-on experience with CoralLogic, Mixpanel, SQL, or Zendesk.

Responsibilities

Lead a team of technical support specialists supporting healthcare providers, health systems, and value-based care organizations using Vim within their EHR workflows.
Own the support function end-to-end for VBC: ticket workflows, escalation paths, SLA adherence, and tooling—supporting complex provider-facing workflows, EHR integrations, and value-based care use cases.
Develop and implement strategies understanding the realities of provider workflows and value-based care environments (e.g., attribution, care gaps, clinical decision support) and how technology fits into them.
Troubleshoot software systems, integrations, and data issues—and diagnose before escalating.
Build AI processes and automation workflows to streamline support operations, reduce manual effort, and enhance team efficiency.
Own the strategy for replacing manual, repetitive tasks with intelligent, automated workflows—from ticket triage and intelligent routing to automated root cause analysis and knowledge base curation.
Leverage LLMs, automation platforms, and AI-powered support tools to scale team capacity and accelerate issue resolution.