Tier 2 - Support Engineer

📋 Description

• Own Tier 2 end-to-end: triage, investigate, resolve complex tickets.
• Collaborate with Eng and Product when needed.
• Leverage AI to draft responses, summarize issues, identify patterns.
• Run escalation process; inform stakeholders; close loop with customers.
• Build durable support infra: SOPs and automation workflows.
• Become internal Vim platform expert; debug issues without handoffs.

🎯 Requirements

• 3-5 years in technical support or solutions at a SaaS company.
• Customer-facing tech troubleshooter for SaaS products; strong ownership.
• Daily use of AI tools, copilots, or LLMs to speed work.
• Built or used automation: Zapier, Make; scalable workflows.
• Comfortable with web apps: API behavior, auth, browser debugging.
• Experience with healthcare tech: EHRs or payer-provider data flows.

🎁 Benefits

• Unlimited PTO; health/dental/vision; 401(k).
• Continuous learning support.
• On-site at NY Office (US).