Technical Support Team Lead
$125–$145,000 year
On-siteNew York, United States
Job Summary
Lead a team of technical support specialists managing ticket workflows, escalation paths, and SLA adherence for healthcare providers using Vim within EHR integrations. Diagnose software, integration, and data issues before escalating, while building AI-driven automation workflows to streamline operations and reduce manual effort. Own the end-to-end support function for value-based care use cases, balancing hands-on ticket resolution with system design to improve SLA performance and drop escalations to Engineering. Communicate clearly with technical and non-technical audiences to ensure cross-functional partners trust your ownership of issues.
Required Qualifications
- 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're an AI-native operator who actively embeds AI and automation into support workflows
- 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
- Hands-on experience with CoralLogic, Mixpanel, SQL, or Zendesk
Desired Qualifications
- Experience working with or supporting EHR-integrated products (Epic, Cerner, athenahealth, etc.)
- 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
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