Technical Support Engineer (Tier 2)

Grab your cape, become a SuperHyro!

Hyro, the leader in Responsible AI Agents for Healthcare, enables health systems to safely automate workflows and conversations across their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Hyro's clients, which include Intermountain Health, Baptist Health, and Hackensack Meridian Health, benefit from AI agents that are fully HIPAA-compliant, fast to deploy, easy to maintain, and simple to scale—generating better conversations, successful patient outcomes, and revenue-driving insights.

What Are We Looking For?

We are looking for a Tier 2 Technical Support Engineer to join our growing Delivery team in NYC. As a member of the Support Engineering group, you will be an integral part of a growing team of top professionals that own and maintain next-generation responsible AI agent solutions. You will act as a trusted advisor to our clients, be an essential part of the success of both our customers and Account Executives maintaining and supporting customers post launch. Tasks include resolving inbound technical issues, troubleshooting complex integrations, monitoring and proactively enhancing live AI Agents and serving as a technical SME.

As a passionate technologist and customer advocate, you will connect the dots between the technical solution to business value for the customer. This position will report to Hyro’s Manager, Support Engineering.

Responsibilities:

• Engage with customers via multiple channels (ticketing system, calls and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
• Serve as a technical subject matter expert, focusing on swift resolution of issues and proactive monitoring of performance
• Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.
• Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
• Run engaging office hours, deliver impactful learning sessions, and mentor the Support Engineering team, ensuring they’re equipped to handle any challenge.
• Partner with Engineering and Product to proactively identify gaps, drive meaningful improvements, and advocate for customers in shaping the evolution of our platform.
• Build robust solutions and internal tools to help TSEs debug metric behavior, query complexity, and visibility gaps faster and more consistently.
• Scale knowledge globally through training sessions, office hours, and playbooks to prepare the Solutions team for new features and improvements.
  
  

• Experienced in multi-channel technical support at a SaaS company (3+ years of related experience)
• Experienced using Jira, Notion, or similar software
• An engineer with previous technical troubleshooting and/or programming experience
• Familiarity with query languages or business intelligence tools for performance data extraction.
• Advanced knowledge of web technologies such as JavaScript, Angular, React, HTML, and CSS.
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A customer advocate, experienced in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges, and turning problems into opportunities.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• Hyro values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.
  
  

• Computer Science or Engineering majors
• Software engineering experience