Technical Support Engineer

About The Company
Hyro is a pioneering leader in the field of Responsible AI Agents for Healthcare. The company is dedicated to transforming healthcare workflows through innovative AI solutions that enhance patient engagement, streamline operations, and improve clinical outcomes. Hyro’s advanced AI agents are designed to be fully HIPAA-compliant, ensuring data security and privacy while delivering fast deployment, ease of maintenance, and scalability. Their client portfolio includes renowned health systems such as Intermountain Health, Baptist Health, and Hackensack Meridian Health, all benefiting from AI-driven conversations across various digital platforms including call centers, websites, SMS, and mobile applications. Hyro’s commitment to responsible AI development positions it at the forefront of healthcare innovation, fostering better patient interactions and driving revenue growth through actionable insights.
About The Role
Hyro is seeking a skilled Technical Support Engineer (Tier 2) to join its dynamic Delivery team based in Tel Aviv-Yafo. This role is integral to maintaining the excellence of Hyro’s next-generation AI solutions by providing expert technical support and ensuring seamless customer experiences. As a key member of the Support Engineering group, you will serve as a trusted advisor to clients, troubleshooting complex technical issues, and supporting the deployment and ongoing performance of AI agents. Your role will involve engaging with customers through various channels, such as ticketing systems, calls, and screen sharing, to resolve issues efficiently while educating clients on platform capabilities. You will also act as a technical subject matter expert, contributing to continuous improvement initiatives, mentoring team members, and collaborating closely with engineering and product teams to enhance the platform’s features and performance.
Qualifications
The ideal candidate will possess over three years of experience in multi-channel technical support within a SaaS environment. A strong background in troubleshooting, programming, and technical problem-solving is essential, along with familiarity with query languages and business intelligence tools for performance data analysis. Proficiency in web technologies such as JavaScript, Angular, React, HTML, and CSS is required. Experience with tools like Jira and Notion for issue tracking and documentation is highly desirable. Candidates should be self-motivated, detail-oriented, and eager to learn continuously. Critical thinking, client-centric mindset, and the ability to adapt quickly to new technologies and evolving priorities are vital. The role also requires excellent communication skills, a collaborative spirit, and a passion for mentoring and knowledge sharing.
Responsibilities
Engage with customers via multiple communication channels to identify, troubleshoot, and resolve technical support requests, ensuring a positive client experience. Act as a technical SME by providing expert guidance on platform use, resolving complex issues swiftly, and proactively monitoring system performance to prevent potential disruptions. Develop and deepen technical expertise on Hyro’s AI platform, staying updated with product enhancements and industry best practices. Lead high-stakes escalations, conducting technical calls that require urgency and precision to resolve critical customer challenges. Conduct engaging office hours, delivering training sessions and knowledge-sharing initiatives to empower the support team and improve overall technical proficiency. Collaborate with Engineering and Product teams to identify gaps, suggest improvements, and advocate for customer needs, contributing to the platform’s evolution. Build internal tools and solutions to streamline debugging, metric analysis, and visibility, enabling faster resolution times. Scale knowledge across the organization through comprehensive training, documentation, and playbooks, preparing the team for new features and updates. Maintain a customer-first approach, ensuring that technical solutions align with business objectives and deliver measurable value.
Benefits
Hyro offers a competitive compensation package complemented by comprehensive health benefits, including medical, dental, and vision coverage. The company promotes a flexible work environment with opportunities for remote work and flexible hours to support work-life balance. Employees have access to ongoing professional development, including training programs, workshops, and mentorship initiatives aimed at career growth. Hyro fosters an inclusive and collaborative culture that values innovation, diversity, and continuous learning. Additional benefits may include performance-based incentives, paid time off, and participation in company events that promote team cohesion and engagement.
Equal Opportunity
Hyro is an equal opportunity employer. The company is committed to fostering an inclusive environment where all employees and applicants are treated with respect and fairness. Hyro does not discriminate on the basis of race, color, gender, national origin, age, religion, creed, disability, or sex. The organization values diversity and believes that a varied workforce enhances creativity, innovation, and overall success. Candidates from all backgrounds are encouraged to apply and join Hyro’s mission to revolutionize healthcare through responsible AI solutions.