Tier 2 - Support Engineer

About the role

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

Responsibilities

• 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 perfect 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.
• 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.

Requirements

• Debug like an engineer and build like a founder
• 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.
• Work in or around healthcare tech: EHRs, clinical workflows, or payer-provider data flows aren't foreign territory.
• Nice to have: used monitoring and analytics tools: Datadog, Mixpanel, New Relic, or similar; to diagnose issues before users report them.

Qualifications

• Comfortable with technical environments: web application troubleshooting, API behavior, authentication flows, browser-based debugging; you don't need hand-holding to navigate these.

Skills

• Technical troubleshooting skills
• Experience with AI and automation tools
• Strong communication and coaching skills
• Understanding of healthcare technology and workflows

Benefits

• Unlimited PTO
• Full health/dental/vision coverage
• 401(k)
• Continuous learning support

Pay

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

Schedule

Office (US)