Technical Support Team Lead

About the role

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. That’s what this role fixes.

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 to improve support operations, including AI processes and automation workflows to streamline support, reduce manual effort, and enhance team efficiency.
• Understand 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-driven support systems with automated triage, resolution workflows, and intelligent routing to reduce manual ticket handling time.
• Communicate effectively with both technical and non-technical audiences, especially healthcare providers and operations teams.

What success looks like

• Within six months, SLA performance improves and escalations to Engineering drop measurably.
• The team operates with clarity on priorities, processes, and standards; you didn't have to be in every thread.
• Cross-functional partners trust you to own issues end-to-end and close loops without hand-holding.
• AI-driven support systems are fully integrated, with automated triage and resolution workflows significantly reducing manual ticket handling time.

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, with the ability to diagnose before escalating.
• Experience as an AI-native operator who actively embeds AI and automation into support workflows, including ticket triage, intelligent routing, automated root cause analysis, and knowledge base curation.
• Ability to thrive in a player/coach role: jumping into tickets while also designing systems that reduce future load.
• Strong communication skills for both technical and non-technical audiences.
• Digital health or EHR experience (Epic, Cerner, athenahealth, etc.) is a real advantage.
• Bonus: hands-on experience with CoralLogic, Mixpanel, SQL, or Zendesk.

You should not apply if

• You've only worked in support as an individual contributor and haven't yet led a team through growth or change.
• You prefer escalating to Engineering quickly rather than owning the diagnostic process yourself.
• You need a fully-built playbook before you can execute; the structure you'll bring here might not exist yet.
• You're uncomfortable with a hybrid NYC setup; this role requires in-person presence.

Pay

Base Salary: $125-145K

Benefits

• Series C stock options
• Comprehensive benefits from day one

Schedule

Full Time

Location

NYC/Hybrid

Reports to VP Network Success, transitioning to a segment GM as the team scales.