Technical Support Engineer (NYC)
Posted on May 23, 2026 (about 1 hour ago)
Technical Support Engineer (NYC)
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 call centers, websites, SMS, mobile apps, and more. Our clients include Intermountain Health, Baptist Health, and Hackensack Meridian Health. Hyro's AI agents are 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 Technical Support Engineer to join our growing Delivery team in NYC. As a member of the Support Engineering group, you will own and maintain responsible AI agent solutions, act as a trusted advisor to clients, support customers post-launch, troubleshoot integrations, and serve as a technical SME.
Responsibilities
- Resolve technical support requests across multiple channels while guiding clients on platform best practices.
- Serve as a technical SME, focusing on swift issue resolution and proactive performance monitoring.
- Partner with R&D, Product, and Delivery teams to escalate issues and drive meaningful platform improvements.
- Develop deep technical expertise and become a go-to authority as our product evolves.
- Build internal tools and documentation to help the team debug complex metrics and visibility gaps.
- Lead high-stakes technical calls and craft innovative solutions for critical customer challenges.
- Manage and prioritize support tickets to ensure quick resolution and clear client communication.
- Collect customer feedback to provide the product team with insights for continuous improvement.
Requirements
- 2+ years of technical support experience, preferably within a SaaS environment.
- Strong background in technical troubleshooting and/or programming.
- Proficiency in web technologies, including JavaScript, HTML, and CSS.
- Familiarity with query languages or BI tools for data extraction.
- Experience using Jira, Notion, or similar workflow management software.
- A detail-oriented critical thinker with a client-centric approach.
- A fast learner capable of adapting to new technologies and evolving priorities.
- Clear communication skills for both technical and non-technical stakeholders.
- Proven ability to turn difficult customer challenges into opportunities.
Additional Information
This is a hybrid role, with at least 3 days in the NYC office. Applicants must be currently authorized to work in the United States on a full-time basis.
Offered rate of compensation (NY locations only) will be based on individual education, qualifications, experience, and work location. The salary range for this position is $80,000 - $100,000 annually (NY-based hires only).
Equal Opportunities
Hyro is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.
How to Apply
Click the "Apply now" button on this job page or visit Hyro's careers page: https://www.hyro.ai/careers/4E.A62/
Application Notes
This role requires authorization to work in the United States and is hybrid (minimum 3 days per week in the NYC office). Compensation for NY-based hires is listed on the posting.