Technical Support Engineer- AI Native at VIM

<p><strong>Support Engineer, AI-Native</strong></p> <table> <tbody> <tr> <td> <p>LOCATION</p> <p><strong>NYC- in office. Hybrid</strong></p> </td> <td> <p>TYPE</p> <p><strong>Full-Time</strong></p> </td> <td> <p>LEVEL</p> <p><strong>Mid / Senior IC</strong></p> </td> <td> <p>REPORTS TO</p> <p><strong>Head of Support</strong></p> </td> </tr> </tbody> </table> <p>&nbsp;</p> <p><strong>THE PROBLEM YOU'LL SOLVE</strong></p> <p><strong>Own the gap between a deployed product and a provider who actually uses it</strong></p> <table> <tbody> <tr> <td>&nbsp;</td> <td> <p><em>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.</em></p> </td> </tr> </tbody> </table> <p>&nbsp;</p> <p>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.</p> <p>&nbsp;</p> <p><strong>WHAT YOU'LL DO</strong></p> <p><strong>Resolve complex issues, build the systems that prevent them</strong></p> <ul> <li><strong>Own Tier 2 support end-to-end: </strong>triage, investigate, and resolve complex tickets from account managers and customers; independently or by pulling in Engineering and Product at the right moment.</li> <li><strong>Use AI as your primary tool, not a supplement: </strong>draft responses, summarize issues, identify ticket patterns, and build intelligent triage workflows that make manual work obsolete.</li> <li><strong>Run the escalation process: </strong>own critical issue escalations across Engineering and Product, keep internal stakeholders informed, and close the loop with customers without waiting to be asked.</li> <li><strong>Build durable support infrastructure: </strong>document SOPs, build automation workflows (Zapier, Make, or similar), and create scalable systems that grow with the product.</li> <li><strong>Become the internal expert: </strong>develop deep knowledge of Vim's platform, features, and internal tooling so you can debug anything without needing a handoff.</li> <li><strong>Coach Tier 1: </strong>review Tier 1 account manager tickets, identify patterns in recurring issues, and build the playbooks that prevent escalation before it happens.</li> <li><strong>Close the product feedback loop: </strong>synthesize support patterns into signals for Product and Engineering; turning repeated friction into roadmap items.</li> </ul> <p>&nbsp;</p> <p><strong>WHAT SUCCESS LOOKS LIKE</strong></p> <p><strong>Tickets close faster. Issues stop recurring. Providers stay</strong></p> <ul> <li><strong>Resolution time drops </strong>because your AI-powered triage and workflows remove the manual steps that slow everything down.</li> <li><strong>Escalations become rarer, </strong>not because you're deflecting them; but because the systems you built catch issues before they grow.</li> <li><strong>Providers don't churn over support experiences, </strong>they stay because issues get resolved clearly, quickly, and without friction.</li> </ul> <p>&nbsp;</p> <p><strong>YOU SHOULD APPLY IF</strong></p> <p><strong>You debug like an engineer and build like a founder</strong></p> <p>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'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 worked in or around healthcare tech: EHRs, clinical workflows, or payer-provider data flows aren't foreign territory.You've used monitoring and analytics tools: Datadog, Mixpanel, New Relic, or similar; to diagnose issues before users report them.</p> <p>&nbsp;</p> <p><strong>YOU SHOULD NOT APPLY IF</strong></p> <p><strong>Be honest with yourself before applying</strong></p> <p>You treat AI as optional or something to experiment with someday. In this role, AI fluency is table stakes from day one; not a nice-to-have.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 escalate, what to automate, and when to pull in Engineering.</p> <p>&nbsp;</p> <p><strong>COMPENSATION &amp; DETAILS</strong></p> <ul> <li><strong>Salary: </strong>$80,000–$110,000 base depending on experience</li> <li><strong>Equity: </strong>stock options</li> <li><strong>Reporting to:</strong> Head of Provider Success &amp; Support</li> <li><strong>Location: </strong>NYC- 3 days a week from the office</li> <li><strong>Benefits: </strong>unlimited PTO, full health/dental/vision coverage, 401(k), continuous learning support</li> </ul> <p>&nbsp;</p> <p><strong>WHY THIS ROLE</strong></p> <p><strong>Build the support function that 50,000 clinical users depend on</strong></p> <p>Vim's platform touches real clinical decisions in 13,000+ provider organizations. The support function you're joining isn't a cost center; it's a direct line to whether providers trust the platform enough to keep using it. What you build here has measurable impact on how care gets delivered.</p> <p>This is a role for someone who wants to own something, not manage a queue. You'll have the tools, the trust, and the scope to build a support operation that's genuinely AI-native; not a traditional support team with an AI bolt-on.</p>