---
title: 'Technical Support Team Lead at Vim'
canonical: 'https://feeny.ai/job/technical-support-team-lead-vim-new-york-new-york-t40q3x7qjysf'
type: 'job'
last_seen: '2026-09-16'
---

# Technical Support Team Lead at Vim

- **Company:** Vim
- **Location:** New York New York, United States
- **Posted:** 2026-08-12
- **Last confirmed live:** 2026-09-16
- **Apply:** https://job-boards.greenhouse.io/vim/jobs/8124654

## Job description

## THE PROBLEM YOU'LL SOLVE

Vim embeds clinical intelligence directly into EHR workflows, powering value-based care (VBC) at the point of care. The technical support team is the critical bridge between what the platform promises and what providers experience. As the VBC business grows, so does complexity. Ticket volume is rising, escalations take too long, and supporting provider-facing, EHR-integrated workflows requires deeper technical and domain expertise. That’s what this role fixes.

## WHAT YOU'LL DO

Lead, build, and get your hands dirty

- Lead a team of tier 2 technical support specialists supporting external clients and end users including, healthcare providers, health systems, and value-based care organizations using Vim within their EHR workflows.
- Own the support function end-to-end for VBC: ticket workflows, escalation paths, SLA adherence, and tooling—supporting complex provider-facing workflows, EHR integrations, and value-based care use cases.
- Develop and implement strategies 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.
- You’re fluent in troubleshooting software systems, integrations, and data issues—and can diagnose before escalating.
- You have experience working with or supporting EHR-integrated products (Epic, Cerner, athenahealth, etc.).
- You thrive in a player/coach role: willing to jump into tickets while also designing systems that reduce future load.
- You’re a strong communicator with both technical and non-technical audiences, especially healthcare providers and operations teams
- Build AI processes and automation workflows to streamline support operations, reduce manual effort, and enhance team efficiency.

## WHAT SUCCESS LOOKS LIKE

Within six months, the support function runs differently

- SLA performance improves and escalations to Engineering drop measurably.
- The team operates with clarity on priorities, processes, and standards; you didn't have to be in every thread.
- Cross-functional partners trust you to own issues end-to-end and close loops without hand-holding.
- AI-driven support systems are fully integrated, with automated triage and resolution workflows significantly reducing manual ticket handling time.

## YOU SHOULD APPLY IF

You've done this before, and done it well

- You have 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 are an AI-native operator who actively embeds AI and automation into support workflows, not just as an add-on. 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 is a real advantage, not just a nice-to-have.
- Bonus: hands-on experience with CoralLogic, Mixpanel, SQL, or Zendesk.

## YOU SHOULD NOT APPLY IF

This role isn't for everyone

- You've only worked in support as an IC and haven't yet led a team through growth or change.
- You prefer escalating to Engineering quickly rather than owning the diagnostic process yourself.
- You need a fully-built playbook before you can execute; the structure you'll bring here might not exist yet.
- You're uncomfortable with a hybrid NYC setup; this role requires in-person presence.

## COMPENSATION AND DETAILS

Base Salary

$125-145K

Type

Full Time

Location

NYC/Hybrid

Equity

Series C stock options

- Comprehensive benefits from day one
- Reports to VP Network Success, transitioning to a segment GM as the team scales

Vim is proud to be an equal-opportunity employer with a high interest in creating a diverse and inclusive work environment. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender/gender identity, age, military/veteran status, disability, or other legally protected characteristics.

## About Vim

## Company Overview
- **One-liner**: Vim builds a developer platform that connects providers, payers, EHRs, and health tech innovators to streamline clinical workflows and power value-based care.
- **Entity Type**: Private (funding rounds: Seed from Sequoia Capital, Series A from GreatPoint Ventures, Series B from Optum Ventures and Premera Blue Cross, Series C from Anthem Venture Partners, Elevance Health, Optum Ventures, and Walgreens Boots Alliance)
- **Headquarters**: New York, NY (USA) and Tel Aviv (Israel)
- **Founded**: 2015
- **Founders**: Oron Afek (Co-Founder & CEO) and Asaf David (Co-Founder, President & CTO)

## Core Business
- **Primary industry**: Healthcare IT – clinical workflow integration and value-based care enablement
- **Target customers**: B2B – providers, provider networks, payers, EHRs, and digital health innovators
- **Mission**: “Power a more connected, intelligent, and collaborative healthcare system” by embedding the right data, tools, and AI-driven apps directly into clinical workflows.

## Products & Services
- **Vim Connect Developer Platform**: A shared workflow layer that allows payers, providers, and third-party developers to build and deploy apps inside EHRs without custom integrations. (Platform / API)
- **Vim Connect Marketplace**: A curated catalog of 15+ health tech apps that clinicians can discover and activate at the point of care. (Marketplace)
- **Care Insights**: Data-driven tool that surfaces care gaps, automates chart retrieval, and delivers actionable intelligence inside the clinical workflow. (SaaS)
- **Rx Assist**: E-prescribing and medication management module integrated into provider workflows. (SaaS)
- **Clinical Data Exchange (CDE)**: Secure exchange of clinical data between payers and providers to support value-based care. (Service / API)
- **AI Scribe (third-party)**: In 2024 Vim enabled the first third-party AI scribe built on its platform, allowing ambient documentation without leaving the EHR. (Ecosystem)

## Market Standing
- **Valuation / Market Cap**: Not publicly available
- **Key Metric**: Total funding amount not disclosed; employee count ~132 (across US and Israel); platform has reached 150,000+ users and 15+ health tech innovators on the marketplace.
- **Notable Investors / Partners**: Sequoia Capital, GreatPoint Ventures, Optum Ventures, Premera Blue Cross, Anthem Venture Partners, Elevance Health, Walgreens Boots Alliance, Office Ally (EHR partnership)
- **Growth Signals**: Rapid scaling from 100 integrations in 2023 to 150K+ users; signed first EHR partnership with Office Ally; introduced AI scribe; expanded payer collaborations; launched Vim Connect Developer Platform and marketplace; achieved HITRUST certification alongside HIPAA and SOC 2.

## Competitive Advantages
- **Zero-friction integration**: Vim’s platform sits inside existing EHR workflows, eliminating the need for separate logins or IT-heavy implementations.
- **Network effects at scale**: By connecting multiple payers, providers, and developers on one platform, each new participant increases value for all.
- **Enterprise-grade compliance**: HITRUST, HIPAA, and SOC 2 certified, making it easier for healthcare organizations to adopt.
- **AI-driven workflow enhancement**: Ability to surface real-time insights and deploy AI apps (e.g., scribes) without disrupting clinical flow.

## Strategic Focus
- **Expand the Vim Connect Marketplace**: Onboard more health-tech innovators to increase available apps and drive adoption.
- **Deepen AI integration**: Leverage the platform to host and scale AI-powered clinical tools (e.g., ambient scribes, decision support).
- **Enabling value-based care**: Continue building data exchange and analytics capabilities that help payers and providers share risk and improve outcomes.
- **Strengthen EHR partnerships**: Grow direct integrations with major EHRs beyond Office Ally.

## Why Work Here
- **Culture & Flexibility**: Vim promotes a flexible work environment with a culture of transparency. Some roles are fully remote (e.g., Sales Director, EHR Partnerships), while others require in-office daily (e.g., Office Manager in NYC). Hybrid options available.
- **Benefits**: Competitive compensation, unlimited PTO, medical/dental/vision/wellness plans, and 401K.
- **Growth Opportunities**: “Opportunities for growth” highlighted on careers page; employees work on challenging problems in healthcare infrastructure.
- **Engineering Culture**: Teams span R&D, Product, and Engineering with a focus on building what healthcare actually needs. Emphasis on innovation and real-world impact at the point of care.
- **Locations**: Offices in New York, NY and Tel Aviv, Israel.

## Sources
1. [getvim.com](https://getvim.com)
2. [getvim.com/careers](https://getvim.com/careers/)
3. [getvim.com/about-us](https://getvim.com/about-us/)
4. [getvim.com/press-kit](https://getvim.com/press-kit/)
5. [job-boards.greenhouse.io/vim](https://job-boards.greenhouse.io/vim)

## Other roles at Vim

- [Director Strategic Accounts](https://feeny.ai/job/director-strategic-accounts-vim-new-york-new-york-kpzme2cmtcs3) — New York New York, United States