Tier 2 Technical Support Engineer

We are looking for a Tier 2 Technical Support Engineer

Why a Career at Vim? Vim is building massively scalable digital infrastructure to improve US healthcare for all involved. Our mission is to power affordable, high quality healthcare through seamless technology connectivity, and we work with the most innovative health plans and providers in the country to get it done.

The US healthcare system is a $3.2 trillion mess - a system that accounts for 18% (and rising) of US GDP, and where no one is happy with the current state. Our innovative technology connects data to the point of care across the health system, and our product capabilities address the critical cost, quality, and experience levers of healthcare improvement. The result is lower costs, higher quality, and improved experience for care teams and patients.

Vim is a company where employees can thrive and grow. We’re a progressive and inclusive meritocracy. Bring your unique background and experience, improve our business operations, and make the US health system better for everyone.

The Role:

What you’ll do:

• Build and maintain the right support processes for scaling our products and services.
• Own a set of support functions to help US healthcare providers take advantage of our market-leading software.
• Own the escalation process to Engineering and Product resources for critical issues and assist in training our tier 1 team members.
• Become an expert on all of the features and functions within Vim’s internal systems, process flows, and tools.
• Review production tickets coming from our tier 1 account managers or our customers, triage, investigate and fix issues with the assistance of other team members.
• Assist in building a support team as needed to be able to answer our product needs as we scale.
• Collaborate with our account squads, product managers and other internal stakeholders to develop ways to reduce operational burden and build scalable solutions

Who we are looking for:

• Proven track record of operating independently. You take ownership of challenges, researching and recommending solutions and driving execution.
• Interpersonal skills: you thrive in a fast-paced team environment with high performance standards
• ‘Can-do’ attitude: you bring a strong desire and drive to tackle complex problems across multiple projects.
• A leader
• Driven by a ‘why’: personally dedicated to improving US healthcare

What you will need:

• Basic experience and knowledge of software installations and troubleshooting
• Demonstrated successful ownership of mission-critical tasks requiring exceptional attention to detail and organizational skills.
• Advantage: Digital healthcare experience
• Advantage: experience in building support teams in the past.
• Strong written and verbal communication skills for frequent internal and external interactions.
• An enthusiasm and eagerness to learn, work hard, and be a part of a world-class team on an important mission.
• A Bachelor’s degree or equivalent experience.
• Flexibility and willingness to course-correct in a changing environment.
• Advantage: Hands-on experience in SumoLogic, Mixpanel
• 3-5 years of experience working in a similar role in fast-paced, saas product companies.

Compensation and benefits for Tier 2 Technical Support Engineer include:

• Remote work: NY State: Hybrid
• Equity Compensation: Stock options subject to the company policy and board of directors approval
• Benefits: Health, Dental, Vision, Flex time off
• Salary Range: $85,000k - $100,000k

About us: Our highly talented and dedicated customer facing team is currently remote in the USA, and our brilliant R&D team is located in Tel Aviv. We are backed by leading investors including Sequoia, Great Point Ventures, Optum Ventures, and large BCBS payer venture arms. Our customers include some of the largest and most progressive health plans in the country as well as premier physician-led health care organizations.

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