Technical Support Engineer - Remote

Overview

As a Technical Support Engineer at Sully.ai, you will be the first point of contact for our customers, providing exceptional support and troubleshooting assistance. You will work closely with Product, Engineering, and Sales to ensure customer satisfaction and help refine our AI-driven healthcare platform.

In Short

• Provide world-class customer support via email, chat, and video calls to our global customer base.
• Troubleshoot technical issues and deliver fast, effective solutions to ensure customer success.
• Collaborate with Product, Engineering, and Sales teams to improve customer experience and address pain points.
• Maintain and update support documentation and knowledge bases for internal and external use.
• Advocate for customer needs by providing valuable feedback to enhance Sully.ai's platform and services.

Requirements

• At least 5+ years of technical support experience, within the SaaS or technology industry.
• Strong Communicator: Exceptional English communication skills (both written and verbal).
• Tech-Savvy: Proficient in using support tools like Intercom and other relevant software.
• Strong Technical Troubleshooting Skills: A strong technical aptitude is essential to effectively troubleshoot and resolve customer issues.
• Knowledgeable of APIs or technical integrations, can read JSON structure, and basic coding skills.
• Independent & Proactive: Ability to work autonomously in a fast-paced, remote environment.
• Customer-Centric: A passion for building trust and strong relationships with customers at all levels.
• Flexibility: Amenable to working US hours, including shifting schedules and weekends, to align with customer needs.

Benefits

• Sully.ai is an equal opportunity employer.
• All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability.
• Sully.ai prohibits any form of workplace harassment.