Technical Support Engineer (NYC)

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 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 team of top professionals who own and maintain next-generation responsible AI agent solutions. You will act as a trusted advisor to our clients and be an essential part of the success of both our customers and Account Executives, maintaining and supporting customers post-launch. As a passionate technologist and customer advocate, you will connect the dots between technical solutions and business value for the customer. We are seeking a proactive problem-solver who is eager to immerse themselves in Conversational AI and Natural Language Understanding (NLU) technologies to become an expert in Hyro's solutions. You will play a crucial role in maintaining customer satisfaction, troubleshooting complex integrations, and serving 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.

• 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.

Bonus points:

• Computer Science or Engineering majors
• Software engineering experience
• Experience in healthcare technology and/or AI platforms., 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 - $130,000 annually exempt. The range provided is for NY-based hires only and will be commensurate with the candidate's experience. Pay ranges for candidates in other locations other than NY may differ based on the cost of labor in that location.