Vim

Vim

Tier 2 - Support Engineer

New York, New York, United States

Sponsorship not specified$90k-$110kDetected 6 days ago
DatadogLLMsA/B TestingCustomer Support

About the role

  • We're a tribe of like-minded optimists who pride ourselves on experimentation, intellectual diligence, and earnest hard work.
  • Every ticket that goes unanswered, every workflow that breaks quietly, every issue that escalates late; that's where patient outcomes slip.
  • WHAT SUCCESS LOOKS LIKE Tickets close faster.

Responsibilities

  • Resolve complex issues, build the systems that prevent them
  • Leverage AI to maximize efficiency: draft responses, summarize issues, identify ticket patterns, and build intelligent triage workflows that make manual work obsolete.
  • Build durable support infrastructure: document SOPs, build automation workflows (Zapier, Make, or similar), and create scalable systems that grow with the product.
  • 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
  • Close the product feedback loop: synthesize support patterns into signals for Product and Engineering; turning repeated friction into roadmap items.
  • Providers don't churn over support experiences, they stay because issues get resolved clearly, quickly, and without friction.
  • You debug like an engineer and build like a founder
  • Your experience is strictly internal IT support. We need a customer-facing professional who excels at troubleshooting complex SaaS applications.
  • Build the support function that 50,000 clinical users depend on

Requirements

  • with a track record of closing complex issues independently.
  • and you know the difference between a workflow that saves one hour and one that scales indefinitely.

Nice to have

  • Be honest with yourself before applying
  • We need a customer-facing professional who excels at troubleshooting complex SaaS applications.
  • You treat AI as optional or something to experiment with someday.
  • 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.
  • Nice to have You've used monitoring and analytics tools: Datadog, Mixpanel, New Relic, or similar

Compensation

  • $90,000-$110,000 base depending on experience

Benefits

  • unlimited PTO, full health/dental/vision coverage, 401(k), continuous learning support
  • You've worked in or around healthcare tech: EHRs, clinical workflows, or payer-provider data flows aren't foreign territory.

Company info

  • Own Tier 2 support end-to-end: triage, investigate, and resolve complex tickets from account managers and customers
  • 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.
  • 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 a at the perfect time.
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This listing is sourced directly from Vim's careers page and normalized into a canonical job model.