Technical Support Engineer (Tier 2)
Posted on February 22, 2026 (3 months ago)
This job post is archived - the company is no longer hiring for this position.
Check out other job posts of this company here!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 include Intermountain Health, Baptist Health, and Hackensack Meridian Health. Our 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.
We are looking for a Tier 2 Technical Support Engineer to join our growing Delivery team. As a member of the Support Engineering group, you will be an integral part of a growing team of professionals that own and maintain next-generation responsible AI agent solutions. You will act as a trusted advisor to our clients, support customers post-launch, resolve inbound technical issues, troubleshoot complex integrations, monitor and proactively enhance live AI Agents, and serve as a technical SME. This role reports 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 educating 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 critical customer challenges with urgency and precision.
- Run engaging office hours, deliver impactful learning sessions, and mentor the Support Engineering team.
- Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the 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.
Requirements
- 3+ years of related experience in multi-channel technical support at a SaaS company.
- Experience using Jira, Notion, or similar software.
- 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 eager for continuous learning.
- Client-centric critical thinker with strong independent learning ability and adaptability.
- Experience in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges.
- Collaborative mentor who enjoys sharing knowledge and raising the technical bar for the team.
- Hyro values people from all walks of life; we encourage applicants who are passionate about technology and want to grow their skills.
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
To apply for this role, click the "Apply now" button on this job page or visit Hyro's careers page.
Additional Information
For more open positions and company information, visit https://www.hyro.ai/careers/ or use the "Back to all open positions" link on the job listing.