Tier 2 - Support Engineer

Vim is a technology company building digital infrastructure for U.S. healthcare. Our mission is to power affordable, high-quality healthcare through seamless connectivity.

We put mission and culture at the front and center of everything we do. We're a tribe of like-minded optimists who pride ourselves on experimentation, intellectual diligence, and earnest hard work. We are all owner-operators at Vim: transparent, accountable, and relentlessly focused on results for our customers and our business.

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.

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 at the right 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.

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 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’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.

• 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 elevate, what to automate, and when to pull in Engineering.

$90K–$120K base + performance bonus + equity

• Equity: stock options
• Location: NY…