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, 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 Tier 2 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 growing team of top professionals that own and maintain next-generation responsible AI agent solutions. You will act as a trusted advisor to our clients, be an essential part of the success of both our customers and Account Executives maintaining and supporting customers post launch. Tasks include resolving inbound technical issues, troubleshooting complex integrations, monitoring and proactively enhancing live AI Agents and serving as a technical SME.
As a passionate technologist and customer advocate, you will connect the dots between the technical solution to business value for the customer. This position will report to Hyro’s Manager, Support Engineering.
- Experienced in multi-channel technical support at a SaaS company (3+ years of related experience)
- Experienced using Jira, Notion, or similar software
- An engineer with 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 have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
- A customer advocate, experienced in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges, and turning problems into opportunities.
- A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
- Hyro values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.
Bonus points:
- Computer Science or Engineering majors
- Software engineering experience
Top Skills
What We Do
Hyro is connecting the world, thousands of AI-powered conversations at a time. As the #1 Adaptive Communications company, we’re turning complex data into simple dialogue with natural language automation and computational linguistics. Enterprises across the U.S., including Carroll, Mercy Health and Weill Cornell Medicine, trust Hyro to replace their rigid, intent-based chatbots and IVR systems with adaptive conversational experiences that are simple, fast and scalable. Our vision is to automate digital interactions in any conversational setting, 24/7, so that companies can communicate easily, convert more, and collect actionable customer insights along the way.
Why Work With Us
Since 2018, we’ve fostered a foundation of limitless growth where people can discover, create and sharpen their superpowers, both professional and personal. We know you’ll tap into your best selves when you’re valued, inspired to impact change, and cheered on by highly talented teammates. That’s the Hyro DNA.
