Support Team Lead (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 their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Hyro's customers, 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 seeking a dedicated and proactive Support Engineering Lead to oversee and scale our technical support function. In this management role, you will lead a team of Support Engineers, drive operational excellence, and ensure our customers receive timely, high-quality support. You'll play a critical role in managing day-to-day support operations, coaching team members, and collaborating cross-functionally to improve the customer experience and product quality.

This position will report to Hyro's CIO.

• Lead and mentor a growing team of Support Engineers, providing coaching, feedback, and professional development.
• Oversee day-to-day support operations, including ticket triage, escalations, and SLA enforcement.
• Act as the point of escalation for high-priority or complex customer issues, ensuring swift resolution and clear communication.
• Partner with R&D, Product, and Delivery teams to solve complex challenges and contribute to product improvements
• Design and continuously improve support processes, tooling, and documentation to ensure operational efficiency and scalability.
• Track and report on key performance metrics such as response times, resolution rates, and customer satisfaction (CSAT).
• Own the support knowledge base strategy and ensure it scales with new features and products.
• Contribute to the hiring, onboarding, and training of new team members.
• Act as the Voice of the Customer, surfacing insights from support to inform product strategy.
• Develop deep expertise in Conversational AI and Natural Language Understanding (NLU) technologies.

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.

REQUIREMENTS

• 3+ years of experience in technical support, with 1+ years in a team lead or management role.
• Proven ability to lead and develop high-performing teams in a fast-paced SaaS environment.
• Experience managing SLAs, support processes, and technical escalations.
• Strong problem-solving skills with the ability to troubleshoot and resolve issues efficiently.
• Excellent communication skills with the ability to translate complex technical concepts for varied audiences
• Experience with support systems like Zendesk, Jira, or similar platforms
• Familiarity with EHRs and telecom systems (highly valued but not required)
• Healthcare technology or AI platform experience (highly valued but not required)

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 $110,000 - $140,000 annually exempt. The range provided is for NY-based hires only and will be commensurate with candidate experience. Pay ranges for candidates in other locations other than NY may differ based on the cost of labor in that location.