Tier 2 Support Engineer

About Vim and the Role

Vim is a technology company committed to shaping digital frameworks for healthcare in the US, aiming to facilitate affordable and quality care through streamlined connectivity. The company culture centers on mission-driven work, transparency, ownership, and results-oriented efforts. This position is based in New York and focuses on ensuring deployed solutions effectively serve clinical providers.

Key Responsibilities

• Take complete ownership of Tier 2 support by handling, analyzing, and resolving intricate problems submitted by account managers and customers, collaborating with Engineering and Product teams as necessary.
• Utilize AI technologies to enhance work efficiency by composing responses, summarizing issues, detecting ticket trends, and designing intelligent workflows that reduce manual tasks.
• Manage escalation processes effectively, ensuring critical issues are communicated to Engineering and Product teams while keeping stakeholders updated and following up with customers proactively.
• Develop robust support systems including documentation of standard operating procedures and implementing automation tools such as Zapier or Make for scalable operations.
• Acquire expert-level knowledge of the Vim platform, its features, and internal tools to troubleshoot problems independently without needing handoffs.
• Provide coaching to Tier 1 support by analyzing tickets for recurring issues, and creating preventive playbooks to minimize escalations.
• Translate recurring support trends into actionable feedback for Product and Engineering to help improve the product roadmap.

Success Metrics

• Accelerated ticket resolution through AI-driven triage and automated workflows that reduce manual interventions.
• Decrease in escalations by establishing proactive systems that intercept potential problems early.
• Retention of providers by delivering prompt, clear, and frictionless support experiences.

Candidate Profile

• 3 to 5 years of experience in technical support or solutions roles within SaaS companies, with a demonstrated ability to independently resolve complex issues.
• Regular user of AI tools such as large language models or other copilots to streamline daily work.
• Experience building support automations with platforms like Zapier or Make, understanding how to create workflows that not only save time but scale sustainably.
• Comfort and skill in technical environments including web application debugging, APIs, authentication processes, and browser-based troubleshooting without supervision.
• Background in healthcare technology, familiar with electronic health records, clinical workflows, or payer-provider data integration.
• Preferred but not mandatory: experience with monitoring and analytics tools such as Datadog, Mixpanel, or New Relic to anticipate issues before they occur.

Disqualifying Factors

• Candidate's experience limited strictly to internal IT support rather than customer-facing SaaS troubleshooting.
• Lack of consistent use or reliance on AI tools in the everyday workflow.
• Preference for reactive support rather than constructing proactive systems for issue reduction.
• Inexperience in scripting, API log review, or usage of monitoring tools in a professional setting.
• Need for management to assign priorities instead of exercising independent judgment on escalations and automations.

Compensation and Benefits

• Base salary ranging from $90,000 to $120,000 annually, dependent on experience.
• Equity through stock options.
• Full health, dental, and vision coverage.
• Unlimited paid time off (PTO).
• 401(k) retirement plan.
• Support for continuous learning and career development.

Why Join Vim?

This role allows you to architect the support system relied upon by over 50,000 clinical users within more than 13,000 provider organizations. The work directly impacts clinical decisions and patient outcomes. Vim fosters an environment where you can take full ownership and build a genuinely AI-native support operation rather than managing just a queue.

Diversity and Inclusion

Vim is an equal-opportunity employer committed to fostering diversity and inclusion. The company prohibits discrimination on numerous legally protected grounds and encourages applications from all qualified candidates.