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Technical Support Team Lead

VimNew York, New York, United StatesCommercial
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Salary
$125K - $145K USD
Job type
Full-time
Posted
12 Aug 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Technical Support Team Lead at Vim in New York is an essential leadership position managing tier 2 support operations for healthcare platforms integrated with electronic health records. This role suits an experienced support professional who enjoys a hands-on player and coach structure to improve service delivery and automation.

Key Responsibilities

Direct a team of tier 2 technical support specialists assisting external clients, healthcare providers, health systems, and value-based care organizations utilizing Vim within EHR workflows.
Manage the support function comprehensively, overseeing ticket workflows, escalation paths, SLA adherence, and support tooling.
Design and deploy AI processes and automation workflows to optimize support operations, decrease manual tasks, and boost overall team productivity.
Troubleshoot software systems, integrations, and data issues independently to diagnose root causes before escalation.

Requirements

Bring three to five years of experience working as a technical support engineer inside a fast-paced SaaS company.
Demonstrate proven leadership experience managing a technical support team with verifiable outcomes in SLA improvements and reduced escalation rates.
Act as an AI-native operator capable of embedding automation into support workflows, including intelligent routing and triage.
Possess strong written and verbal communication skills tailored for both technical and non-technical stakeholders.

Nice to Have

Hands-on experience working with digital health tools or electronic health record systems like Epic, Cerner, or athenahealth.
Familiarity with CoralLogic, Mixpanel, SQL, or Zendesk.

Skills and Tools

SQL
Zendesk
Mixpanel
CoralLogic
SaaS support operations
AI automation tools

Salary and Benefits

Base salary ranging from $125,000 to $145,000 per year.
Series C stock options.
Comprehensive benefits package provided from day one.

About the Company

Vim embeds clinical intelligence directly into electronic health record workflows to power value-based care at the point of delivery. The organization values a diverse and inclusive workplace and operates as an equal-opportunity employer.

How to Apply

Interested candidates should apply directly on the official company careers page.

Skills and tech stack

SQL

Questions candidates ask

What is the location of this job?

This position is located in New York, New York, with a hybrid in-person presence required.

What is the salary range for the Technical Support Team Lead?

The base salary ranges from $125,000 to $145,000 per year, accompanied by Series C stock options and comprehensive benefits.

How much experience is required?

Candidates must have 3 to 5 years of experience as a technical support engineer within a fast-paced SaaS company, including prior leadership experience.

What technical skills are beneficial for this role?

Helpful skills and tools include SQL, Zendesk, Mixpanel, CoralLogic, and experience with EHR systems like Epic, Cerner, or athenahealth.

Who does this position report to?

The role reports to the VP of Network Success, with a planned transition to a segment GM as the team scales.

Ready to apply?

The application is on the official Vim careers page.

Apply on company site