Description

Grab your cape, become a SuperHyro!

Hyro, the leading responsible conversational AI platform for healthcare, enables enterprises to automate workflows and conversations across their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Top-performing organizations trust Hyro's plug-and-play approach, including an award-winning natural language engine, to help them recapture time and investment lost to building and maintaining chat and voice solutions. 

What Are We Looking For?

We are seeking a dedicated and proactive Support Engineer to join our dynamic team. As a Support Engineer at Hyro, you will be the frontline personnel ensuring our customers have a smooth and positive experience with our conversational AI solutions. You will be responsible for troubleshooting technical x issues, providing expert support, and collaborating with cross-functional teams to resolve incidents efficiently. You’ll play a crucial role in maintaining customer satisfaction and improving our support processes. This position will be reporting to Hyro's Co-Founder & CIO.

Responsibilities

• Provide technical support to customers by diagnosing and resolving issues related to Hyro’s AI platform across various channels.
• Manage and prioritize support tickets efficiently, ensuring quick resolution and communication with clients.
• Collaborate closely with internal teams such as R&D, Product, and Delivery to escalate and resolve complex issues.
• Document and update troubleshooting processes, creating a knowledge base for both customers and internal use.
• Collect feedback from customers and share insights with the product team for continuous improvement.
• Immerse yourself in Conversational AI and Natural Language Understanding (NLU) technologies to become an expert on Hyro’s solutions.

Requirements

• 2+ years of experience in a technical support or similar role, ideally in a software or SaaS environment.
• Strong problem-solving skills with the ability to troubleshoot and resolve issues efficiently.
• Excellent communication skills, capable of explaining technical issues clearly and concisely to non-technical users.
• Familiarity with support ticketing systems and remote support tools (e.g., Zendesk, Jira).
• Ability to work independently and as part of a team in a fast-paced environment.
• Passion for learning new technologies and staying up-to-date with industry best practices.
• Experience in healthcare technology or AI platforms is a plus.

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 - $100,000 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.

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.