Technical Support Engineer- AI Native

Support Engineer, AI-Native

LOCATION

NYC- in office. Hybrid

TYPE

Full-Time

LEVEL

Mid / Senior IC

REPORTS TO

Head of Support

THE PROBLEM YOU'LL SOLVE

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.

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.

WHAT YOU'LL DO

• 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 moment.
• Use AI as your primary tool, not a supplement: 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.

WHAT SUCCESS LOOKS LIKE

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 SHOULD APPLY IF

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'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.

YOU SHOULD NOT APPLY IF

Be honest with yourself before applying

• 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.

COMPENSATION & DETAILS

• Salary: $80,000–$110,000 base depending on experience
• Equity: stock options
• Reporting to: Head of Provider Success & Support
• Location: NYC- 3 days a week from the office
• Benefits: unlimited PTO, full health/dental/vision coverage, 401(k), continuous learning support

WHY THIS ROLE

Build the support function that 50,000 clinical users depend on

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.

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.