Technical Support Team Lead

THE PROBLEM YOU'LL SOLVE

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.

WHAT YOU'LL DO

• Lead, build, and get your hands dirty
• Lead a team of tier 2 technical support specialists supporting external clients and end users including, 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 You 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.
• You’re fluent in troubleshooting software systems, integrations, and data issues—and can diagnose before escalating.
• You have experience working with or supporting EHR-integrated products (Epic, Cerner, athenahealth, etc.).
• You thrive in a player/coach role: willing to jump into tickets while also designing systems that reduce future load.
• You’re a strong communicator with both technical and non-technical audiences, especially healthcare providers and operations teams
• Build AI processes and automation workflows to streamline support operations, reduce manual effort, and enhance team efficiency.

WHAT SUCCESS LOOKS LIKE

Within six months, the support function runs differently

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.

YOU SHOULD APPLY IF

You've done this before, and done it well

You have 3 to 5 years

• as a technical support engineer inside a fast-paced SaaS company.
• You've led a technical support team and can point to concrete outcomes: SLA improvements, reduced escalation rates, team development.
• You're fluent in software troubleshooting and installations, and you can diagnose before you escalate.
• You are an AI-native operator who actively embeds AI and automation into support workflows, not just as an add-on. You will own the strategy for replacing manual, repetitive tasks with intelligent, automated workflows—from ticket triage and intelligent routing to automated root cause analysis and knowledge base curation. You leverage LLMs, automation platforms, and AI-powered support tools to scale team capacity and accelerate issue resolution.
• You thrive in a player/coach role: you're not above jumping in on a ticket, and you're capable of stepping back to see the system.
• You're a strong communicator in writing and in conversation, for internal and external audiences.
• Digital health or EHR experience is a real advantage, not just a nice-to-have.
• Bonus: hands-on experience with CoralLogic, Mixpanel, SQL, or Zendesk.
• YOU SHOULD NOT APPLY IF
• This role isn't for everyone
• You've only worked in support as an IC 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.