Technical Support Engineer (Tier 2)
Posted on April 23, 2026 (about 1 month 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 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, improved 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. As a member of the Support Engineering group, you will own and maintain next-generation responsible AI agent solutions, act as a trusted advisor to 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 position 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 platform use
- 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 office hours, deliver learning sessions, and mentor the Support Engineering team
- Partner with Engineering and Product to identify gaps, drive improvements, and advocate for customers
- Build internal tools and solutions to help TSEs debug metric behavior, query complexity, and visibility gaps
- Scale knowledge globally through training sessions, office hours, and playbooks
Requirements
- 3+ years of multi-channel technical support experience 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 to learn
- Client-centric critical thinker and independent fast learner
- Experienced in high-stakes technical support or solutions engineering and comfortable tackling difficult customer challenges
- Collaborative mentor who enjoys sharing knowledge and raising the technical bar for the team
- Hyro values diverse backgrounds; if you don’t meet every qualification but are passionate about technology, we encourage you to apply
Bonus points:
- Computer Science or Engineering degree
- Software engineering experience
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, use the "Apply now" form embedded on this job page. Complete the application form and submit your resume and any supporting materials through the form.
Questions
If you have questions about the role or application process, visit Hyro's Careers page (https://www.hyro.ai/careers/) for additional information or to find contact details.