Tier 2 Support Engineer, Vim

• Proven track record of operating independently. You take ownership of challenges, researching and recommending solutions and driving execution
• A leader
• 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
• Driven by a ‘why’: personally dedicated to improving US healthcare
• A Bachelor’s degree or equivalent experience
• 3-5 years of experience working in a similar role in fast paced, saas product companies
• Basic experience and knowledge of software installations and troubleshooting
• Demonstrated successful ownership of mission-critical tasks requiring exceptional attention to detail and organizational skills
• 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
• Flexibility and willingness to course-correct in a changing environment

Desirable

• Own a set of support functions to help US healthcare providers take advantage of our market-leading software
• Build and maintain the right support processes for scaling our products and services
• Assist in building a support team as needed to be able to answer our product needs as we scale
• 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
• 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
• Collaborate with our account squads, product managers and other internal stakeholders to develop ways to reduce operational burden and build scalable solutions