Technical Support Team Lead

The gist

The healthcare system of the future won’t ride on the technology rails of the past. Our point-of-care connection platform connects data to point-of-care EHR workflows, and we’re driving a higher-performing healthcare system together with some of the biggest and boldest organizations in the industry. 

The full story

Why Vim?

At Vim, we use novel technology to seamlessly connect data, reduce burden, and drive performance at healthcare delivery’s last mile: clinical and operational workflow at the point of care. Our products address critical cost, quality, and experience levers for care improvement and our differentiated technology enables dramatically faster, more flexible, and more powerful deployments for our payer, provider, and risk enabler partners. The result is direct clinical workflow connections for health plans and other risk bearing organizations, radically lower burden and better experience for providers, and measurably accelerated performance across value-based partnerships. 

We put mission and culture at the front and center of everything we do. We’re a tribe of like-minded optimists and we pride ourselves on experimentation, intellectual diligence, and earnest hard work. We are all owner-operators at Vim, meaning we’re transparent, accountable, and relentlessly focused on results for our customers and our business. 

The Role

We are looking for an experienced team leader to manage our growing support function at Vim. This person would be responsible for not only leading a small group of support professionals but act as a hands-on part of the team. You should be someone who enjoys working cross functionally and collaborating with various departments to solve complex technical needs for our clients. 

What you’ll do

• Lead a team of technical support specialists in providing exceptional support to US healthcare providers and companies utilizing our market-leading software
• Own a set of support functions aimed at ensuring seamless integration and utilization of our software by clients
• Develop and implement strategies to optimize the efficiency and effectiveness of the technical support center and reduce the operational burden of support issues company-wide
• Collaborate with cross-functional teams to address escalated technical issues and ensure timely resolution according to our Service Level Agreements
• Monitor key performance indicators (KPIs) to assess team performance and implement improvements as needed
• Train and mentor support staff to enhance their technical skills and customer service abilities
• Act as a point of contact for complex technical inquiries and provide guidance to team members in resolving them
• Maintain up-to-date knowledge of our software products and industry trends to better serve our clients

Who we are looking for

• An experienced team leader with a demonstrated track record of operating independently, taking ownership of challenges, and driving execution with excellence
• Ability to be hands on in a player/coach role 
• Exceptional interpersonal skills, thriving in a fast-paced team environment with high performance standards
• Possesses a 'can-do' attitude, displaying a strong desire and drive to tackle complex problems across multiple projects
• Intrinsically motivated by a dedication to improving US healthcare

What you will need:

• 3-5 years as a technical support engineer within fast-paced SaaS product companies
• Proven track record leading technical support teams
• Proficiency and knowledge of software installations and troubleshooting processes
• Proven success in owning mission-critical tasks with exceptional attention to detail and organizational skills
• Excellent written and verbal communication skills for frequent internal and external interactions
• Enthusiasm and eagerness to learn, work hard, and contribute to a world-class team on a vital mission
• A Bachelor’s degree or equivalent experience in a relevant field
• Adaptability and willingness to navigate and adapt in a changing environment
• Advantage: Hands on experience in SumoLogic, Mixpanel, SQL
• Advantage: Digital healthcare experience

Compensation and benefits includes:

Salary Range: Between $118,000 and $155,000 annual salary 

Equity Compensation: Stock options subject to the company policy and board of directors approval

Benefits: Health, Dental, Vision, Flex time off

NY TriState Area: Hybrid Work Flexibility

Some more about us

Some more about us: Our hig