Job Description
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.
